IT Support Specialist

About the Role

Department: Engineering
Location: Remote, Canada
Position Type: Full-Time, Permanent
Hours: Monday-Friday, 9AM-5PM (PST Timezone)

In this role, you’ll be the first person our employees turn to when they need technical support, and you’ll play a key part in keeping them productive and confident with the tools they use every day. You’ll solve a wide range of issues, keep people informed with clear communication, and make sure new team members feel fully set up from day one. Strong troubleshooting skills matter, but what sets someone apart here is the way they show up: with curiosity, care, and a steady, solutions-driven approach.

You’ll be joining a collaborative, people-first team that leads with empathy and sees every interaction as a chance to make someone’s day easier. We support each other, learn constantly, and look for practical ways to improve how we work. If you enjoy helping people, communicating clearly, and taking ownership from start to finish, you’ll thrive with us.

** Please note that our Talent Acquisition team will not reach out to you through channels like WhatsApp or text or Messenger. All communication will be through official Unbounce email domains. Please double check the correct spelling in domains of any email communication you receive representing Unbounce.

What You’ll Be Doing

• Providing IT support and incident resolution for our employees, focusing on first-call resolution and proactive communication.
• Creating, maintaining, and administering technical documentation through Confluence.
• Managing assets and inventory with care and accuracy.
• Owning the onboarding experience for new employees—ensuring accounts, hardware, and training are in place and presented clearly.
• Evaluating, testing, and implementing new hardware and software.
• Recording issues and solutions to build both user-facing and admin-level documentation.
• Supporting and improving our mobility device management practices (Jamf, Intune, Meraki, etc.).
• Contributing to team projects and identifying opportunities to streamline or automate workflows.
• On rare occasions, working extended or alternative hours for rollouts, system upgrades, or other projects.

A Little Bit About You

• Bachelor's degree in IT, Computer Science, or a related field, or a comparable mix of training and hands-on experience.
• 2+ years in an IT support, help desk, or a technical customer service role.
• Broad knowledge of MacOS (80%) and Windows (20%).
• Experience managing users, groups and applications through Google Workspace and Okta (or similar SSO platform).
• Experience with supporting end-users through tools such as Zendesk, Google Apps, and Slack.
• Experience with MacOS and Windows deployment/management tool sets like Jamf, Intune, and Apple Business Manager. 
• Knowledge of BitLocker/FileVault encryption.
• A passion for reducing manual work and identifying opportunities for automation/efficiency improvements.

Behaviourally, you’ll thrive here if you:

• Deliver exceptional, people-centered support and communicate with clarity, empathy, and patience.
• Take ownership from start to finish, acknowledging requests quickly, setting expectations, following up proactively, and ensuring resolution is confirmed.
• Are a self-starter with a strong bias for action and a solutions-driven mindset.
• Demonstrate maturity and sound judgement, understanding how IT supports and enables the broader business.
• Keep documentation current and share knowledge generously with the team.
• Enjoy learning, growing, and helping improve the efficiency and quality of IT support.

What’s in it for you

💵 $68,000 to $78,000 CAD

🤝 Flexibility and Time Off

• Flexible Time Off Policy - We encourage a minimum of 4 weeks per year!
• Remote First Team
• Flexible Hours
• Work From Anywhere Program

🩺 Health and Wellness

• Health Insurance
• Employee Assistance Program (EAP)
• Quarterly Company Wide Recharge Days
• End of Year Company Wide Holiday Closure
• Maternity & Parental Leave Program
• $2000 Lifestyle Spending Account (LSA)
• Weekly Virtual Yoga Classes

🌱 Growth & Future

• RRSP, 401(K), WWK Pension Personal Contributions
  *Not employer matched
• Volunteer Day
• Team Building Budget
• Referral Program ($1000)
• Anniversary Milestone LSA Top Up
• Birthday Day Off
• Professional Development Budget

🌟 And more perks!

Share our values 

• Customer First
• Bias for Action
• High Velocity Decision Making
• Value Individuality
• Results Focused

We Value Individuality! 

At Unbounce, we want every employee to be excited to bring their full, authentic self to work. When you bring your unique experiences, background, knowledge, perspective, and self-expression while embracing the same from others we learn from each other. We innovate and co-create an environment where team members can do the best work of their careers. We’re bolder and more brilliant together.

We’re dedicated to ensuring each team member feels a sense of belonging, feels safe, cared for, respected and valued for who they are, and trusts that their unique voice is heard, embraced, and meaningfully contributes to decision-making. We’re committed to equitable employee experience, opportunity, pay and support for every employee regardless of gender identity or expression, race, ethnicity, family or marital status, religion, socio-economic status, veteran status, national origin, age, sexual orientation, education, disability, or any other characteristic that makes you unique.

We have no tolerance for sexism, racism, xenophobia, homophobia, transphobia, ableism, ageism, or any other forms of hateful/harmful discrimination and we’re taking action against unequal pay in our community through leading the #PayUpforProgress movement. 

If you require any accommodations or support during the recruitment process, please email us at careers@unbounce.com.