Senior IT Support Engineer

About Us

Small businesses are the backbone of the US economy, comprising almost half of the GDP and the private workforce. Yet, big banks don't provide the access, assistance and modern tools that owners need to successfully grow their business.

We started Novo to challenge the status quo—we're on a mission to increase the GDP of the modern entrepreneur by creating the go-to banking platform for small businesses (SMBs). Novo is flipping the script of the banking world, and we're excited to lead the small business banking revolution.

At Novo, we're here to help entrepreneurs, freelancers, startups and SMBs achieve their financial goals by empowering them with an operating system that makes business banking as easy as iOS. We developed modern bank accounts and tools to help to save time and increase cash flow. Our unique product integrations enable easy access to tracking payments, transferring money internationally, managing business transactions and more. We've made a big impact in a short amount of time, helping thousands of organizations access powerfully simple business banking.

Why Novo

• Novo is a rapidly growing series B fintech startup with a mission-driven team that's passionate about helping every small business in America
• Positive, inclusive, supportive culture cheering you on your journey
• We work with very new technologies and architecture patterns
• Offices in NYC and India

About The Role

We are seeking a highly skilled and proactive Senior IT Support Engineer to join our team. In this role, you will be responsible for supporting, maintaining, and scaling our IT infrastructure and end-user environments. You will handle advanced troubleshooting, manage our cloud and SaaS ecosystems, ensure robust security compliance, and help drive operational efficiency through modern automation and AI-enabled workflows.

If you are a tech-savvy problem solver who thrives in a fast-paced environment and enjoys working with cutting-edge tools, we want to hear from you!

Key Responsibilities

• User & Endpoint Support: Manage, maintain, and support MacOS and Windows environments. Handle Tier 2 and Tier 3 helpdesk tickets and complex technical escalations with a strong focus on remote support.
• SaaS & Identity Management: Oversee multiple SaaS platforms across the organization. Drive efficient user management, including streamlined onboarding, offboarding, and identity lifecycle processes.
• Infrastructure & Cloud Management: Configure, maintain, and troubleshoot network infrastructure. Provide practical AWS administration, support, and cloud infrastructure management to ensure high system availability.
• Security & Compliance: Implement and maintain IT security best practices. Monitor security tools (e.g., CrowdStrike), manage Firewalls, handle Access Management, and oversee Device Endpoint Management (MDM).
• Audits & Governance: Actively support the team with asset audits, access audits, and SOC2 compliance requirements.
• Automation & Innovation: Assist with system automation and implement AI-enabled operational workflows to streamline IT processes.
• Collaboration: Provide exceptional technical support to internal teams and external partners, ensuring seamless day-to-day operations.

Requirements For The Role

• Experience: Minimum of 3+ years of proven experience in IT Support/Operations, Infrastructure Support, or a similar role.
• Platform & User Admin: Demonstrated experience managing multiple SaaS platforms and administering efficient user lifecycles (provisioning, de-provisioning, and access control).
• OS Expertise: Hands-on experience with advanced Mac and Windows administration.
• Core Technical Skills: Strong understanding of software lifecycle, security principles, and cloud infrastructure.
• Cloud & Tools: Practical experience with AWS, GCP administration and security tools.
• Modern Workflow: Familiarity with AI tools and modern automation platforms to optimize IT workflows.
• Soft Skills: Strong analytical, incident-handling, and troubleshooting skills.
• Communication: Exceptional spoken and written English communication skills (essential for collaborating with global teams and partners).

Preferred Attributes

• Self-motivated, detail-oriented, and capable of working with minimal supervision.
• Proven ability to manage multiple priorities and tight deadlines in a fast-paced environment.
• A continuous learner mindset, eager to adapt to new technologies and security standards.

Job Requirements

• Shift Timings: US - EST Time Zone (Night shift for India)

Novo values diversity as a core tenant of the work we do and the businesses we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information or any other protected characteristic.