Information Technology Support Engineer

About Mindstix Software Labs

Mindstix accelerates digital transformation for the world's leading brands. We are a team of passionate innovators specialized in Product Engineering, Cloud Engineering, DevOps, Data Science and Digital Experiences.

Our UX studio and modern-stack engineers deliver world-class products for our global customers, including Fortune 500 enterprises and Silicon Valley startups. Our work impacts a diverse set of industries such as eCommerce, Luxury Retail, SaaS, Consumer Tech, Health Tech, and Hospitality.

A fast-moving open culture powered by curiosity and craftsmanship. A team committed to bold thinking and innovation at the very intersection of business, technology, and design. That's our DNA.

Mindstix is looking for Salesforce developers. As a member of the Salesforce team, you will have an opportunity to work on leading-edge CRM platforms like Salesforce and Commerce Cloud.

Roles and Responsibilities

We're looking for an experienced IT Support Engineer to join our team and take ownership of L2/L3 technical support, enterprise applications, identity management, cloud services, integrations, and AI-enabled systems.

• Provide Level 2 and Level 3 IT support across enterprise applications, devices, identity, connectivity, collaboration tools, and cloud services.
• Investigate and resolve complex issues related to authentication, SSO, MFA, application permissions, endpoint configuration, email, VPN, Wi-Fi, DNS, and network connectivity.
• Take end-to-end ownership of incidents, including troubleshooting, escalation, communication, resolution, and closure.
• Manage Identity & Access Management, including user accounts, application roles, group memberships, privileged access, service accounts, and access reviews.
• Support and administer enterprise applications such as Salesforce, Workday, Zendesk, Snowflake, Workato, Jira, Confluence, GitHub/GitLab, Google Workspace, Okta, Microsoft Entra ID, Jamf, and Intune.
• Troubleshoot enterprise integrations involving APIs, webhooks, scheduled jobs, data pipelines, authentication tokens, service accounts, field mappings, and system permissions.
• Support applications and services across AWS, Azure, Google Cloud, and similar cloud environments.
• Troubleshoot TCP/IP, DNS, DHCP, VPN, Wi-Fi, proxies, firewalls, ports, routing, and connectivity issues.
• Support AI assistants, copilots, enterprise AI applications, AI agents, connectors, and integrations, including access, permissions, configuration, and troubleshooting.
• Support implementation of AI governance and security controls, ensuring appropriate access, logging, data protection, and responsible use of AI tools.
• Manage incidents, service requests, problems, and changes while ensuring proper documentation, RCA, and corrective actions.
• Support security, compliance, audit activities, access reviews, vulnerability remediation, and security investigations.
• Create and maintain SOPs, knowledge-base articles, troubleshooting guides, runbooks, access-control matrices, and incident documentation.
• Provide technical guidance and mentoring to junior IT support engineers and service-desk teams.
• Work closely with US-based users, managers, HR, finance, engineering, security, data, application teams, customers, and vendors to resolve technical issues and improve IT operations.

Qualifications and Skills

• 5+ years of experience in IT Support, Enterprise Application Support, Systems Administration, or SaaS Administration.
• Hands-on experience with enterprise platforms such as Salesforce, NetSuite, Snowflake, Workday, Zendesk, HubSpot, Workato, Jira, Confluence, GitHub/GitLab/Bitbucket, Google Workspace, Okta, Microsoft Entra ID, Jamf, or Microsoft Intune.
• Experience supporting SaaS, technology, software product, managed-services, consulting, or customer-facing environments.
• Familiarity with ITIL-based incident, request, problem, and change-management practices.
• Experience working in SOC 2, ISO 27001, privacy, data-protection, or security-controlled environments.
• Experience supporting enterprise AI tools, copilots, generative AI applications, AI agents, or AI-enabled workflows.
• Understanding of data-loss prevention, data classification, audit logging, and information-retention controls.
• Basic scripting and automation experience using PowerShell, Bash, Python, REST APIs, Workato, or low-code/no-code tools.
• Experience with application monitoring, log management, observability, endpoint management, or security tools.
• Prior experience mentoring junior team members or serving as a technical escalation point.

Who Fits Best

• You enjoy troubleshooting complex IT issues and finding practical, long-term solutions.
• You take ownership of issues and enjoy seeing them through from diagnosis to resolution.
• You are comfortable working across enterprise applications, cloud, networks, identity, and integrations.
• You are a problem-solver and team player who enjoys collaborating with different teams and supporting users.
• You communicate clearly and can explain technical issues in a simple, user-friendly way.
• You have a strong eye for security, documentation, and attention to detail.
• You enjoy learning new technologies, including AI-enabled enterprise tools and automation.

Relevant Certifications

Certifications are beneficial but not mandatory. Relevant certifications may include:

• ITIL Foundation
• CompTIA Network+ or Security+
• Google Workspace Administrator
• Microsoft 365 or Azure Administrator
• AWS Certified Cloud Practitioner or AWS Solutions Architect — Associate
• Okta Certified Professional or Administrator
• Salesforce Administrator
• Microsoft AI Fundamentals
• Cloud, security, AI governance, or enterprise application certifications

Location

This position is primarily based at our Pune (India) headquarters, requiring all potential hires to work from this location. A modern workplace is deeply collaborative by nature, while also demanding a touch of flexibility. We embrace deep collaboration at our offices with reasonable flexi-timing and hybrid options to our seasoned team members.

Benefits

• Flexible working environment.
• Health Insurance Coverage.
• Accelerated Career Paths.
• Global customers.
• Competitive compensation and perks.
• Rewards and Recognition.
• Sponsored certifications.
• Mentorship by industry leaders.

Equal Opportunity Employer

Mindstix is committed to an inclusive and diverse work environment. We do not discriminate based on race, colour, ethnicity, ancestry, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any other legally protected status.