IT Support Specialist

About Us At Félix, we're building the financial ecosystem for Latin immigrants in the U.S., starting with a revolution in remittances. Our core product is an AI-powered chatbot powered by WhatsApp, allowing our users to send money home as easily as sending a text message. We leverage cutting‑edge technology like AI, blockchain, and stablecoins to make cross‑border payments faster, more affordable, and more accessible than ever before. We are a hyper‑growth Series B company, backed by over $100 million in funding from top‑tier global investors, including QED, Castle Island, Switch Ventures, HTwenty, Monashees, and General Catalyst Customer Value Fund. This isn't just about the numbers; it's a testament to the trust our investors have in our vision and our team. Additionally, Félix was selected as an “Endeavour Entrepreneur” and was a recipient of the CrossTech Fintech Startups Award. We are a group of extremely talented and dedicated high‑performers, united by our shared obsession with a single goal: empowering our customers. We are all owners of Félix, driven by a bias for action and a true experimentation spirit to get shit done with urgency and focus. Joining Félix means you will be part of a team building a legacy, a company that will outlive us all. This is a rare opportunity to apply your skills to a deeply meaningful mission—serving a community that has been underserved for too long. We are a team that is fiercely loyal to each other, where radical transparency and constructive feedback are how we grow and push for excellence. We are bold, we care less about what others are doing, and more about creating sustainable value and a product that truly makes our users' lives better. We are building the future, today. About the Role We are now seeking an organized and proactive IT Support Specialist to join our fully remote, distributed team. This role is crucial for maintaining smooth operations across our organization, which primarily relies on Mac devices with some Windows systems. The ideal candidate will be experienced in remote IT support, knowledgeable about managing device and user provisioning, and skilled at troubleshooting a range of technical issues. You will be responsible for supporting our distributed workforce by managing user onboarding and offboarding, responding to IT support requests, and maintaining our IT infrastructure. You’ll also help ensure that our systems remain secure and compliant by monitoring alerts and providing assistance with any security‑related issues. This is an excellent opportunity for someone who enjoys tackling diverse IT challenges and supporting a remote‑first environment. Responsibilities User Provisioning and Management : Set up new user accounts, provision devices, and ensure all tools are configured for new hires using Rippling as the Mobile Device Management (MDM) solution and Google Workspace as our Identity Provider (IDP). Onboarding and Offboarding : Lead the technical onboarding for new team members, providing guidance on device setup and software usage. Manage the offboarding process to ensure secure termination of accounts and retrieval or deactivation of devices. Technical Troubleshooting : Diagnose and resolve hardware and software issues for Mac and Windows users, addressing concerns such as lost passwords, software malfunctions, and connectivity issues. Device and Security Management : Oversee device compliance and monitor antivirus alerts, ensuring our systems are secure and devices remain up‑to‑date and protected against threats. User Support : Provide day‑to‑day support via our ticketing system, resolving issues efficiently and maintaining high levels of customer satisfaction. Documentation : Maintain accurate documentation of processes, including IT procedures for onboarding/offboarding, troubleshooting guides, and security protocols. Requirements Experience : 5+ years of experience in IT support, preferably in a remote or distributed work environment. Technical Skills – Proficiency in managing MacOS and Windows environments; Experience with Google Workspace as an Identity Provider (IDP); Familiarity with Rippling or other MDM solutions. Security Awareness : Knowledge of antivirus solutions, monitoring alerts, and maintaining device compliance. Customer Service Skills : Strong communication skills, with the ability to work efficiently with end‑users to resolve technical issues remotely. Problem‑Solving Skills : Ability to troubleshoot and resolve technical issues across various platforms and devices. Organization : Capable of managing multiple tasks, prioritizing effectively, and documenting processes thoroughly. Additional Certifications (preferred but not required): CompTIA A+, Google IT Support Professional Certificate, or related IT support certifications. What We Offer Competitive salary Initial stock options grant Annual performance bonus Health, dental, and vision plans Fully remote work environment Continuous learning opportunities Unlimited PTO Paid parental leave Empowering opportunities for growth in a dynamic entrepreneurial environment Equal Opportunity Employer At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination. 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