IT Support & Systems Engineer

## About Nexus You don't have an AI story if you don't have your data story. That's where NexusOne comes in. We're the converged data platform for the AI era — composable by design, built on an open-source foundation, and AI-native from the ground up. One identity, one governance envelope, one operational layer across every mainframe, data lake, warehouse, and streaming system in the business. For the first time, enterprises can bring their existing stack along instead of rebuilding it — and still give AI agents full context across the estate. What we stand for is simple: sovereign data, interoperable systems, decoupled intelligence — delivered the way modern software should be. No rip-and-replace. No multi-year transformation. Our CEO Anu Jain puts it well: we turn the "ball of yarn" of data integrations into a unified engine — less like assembling car parts, more like buying the car ready to drive. 85+ open-source tools pre-integrated. AI-native automations that deploy and self-heal the stack without human toil. Forward-deployed engineers who build shoulder-to-shoulder with customer teams — hands on keyboards, not just on decks. It's working, and fast. We're tripling revenue year over year, backed by Insight Partners, and running in production in environments most vendors won't touch. Our platform processes credit risk data for 90%+ of US small businesses — 40M+ — every month. Intent signals for 300M+ subscribers monthly for Africa's largest telco. The data and AI layer for a Top 3 US bank. We're 100+ people across the US and India, headquartered in Atlanta. We think big, move fast, and don't mistake activity for progress. We hire people who'd rather ship the rocket than brief someone on it. Check out this podcast of Anu talking about our solution here: As we continue our journey, we are building a team of sharp, intelligent innovators who can move fast with great agility and passion. We are searching for an experienced **IT Support & Systems Engineer** to own both our IT systems and the day-to-day experience of the people who use them. Based in our Pune office and reporting to the Head of Information Technology in the US, you will be the hands-on owner of our devices, identities, and SaaS applications, and the first line of support for employees across NexusOne. You will work with the Security team to keep NexusOne productive, secure, and audit-ready. The ideal candidate takes end-to-end ownership, fixes problems at the root, documents what they do, and thrives working across time zones. **WHAT YOU'LL DO:** **End-User Support & Service Desk** - Own the IT support queue: triage, prioritize, and resolve tickets in our ticketing system (Linear), and route Slack requests into a single tracked intake - Provide Level 1/Level 2 support for macOS, Windows, Google Workspace (Gmail, Calendar, Drive, Meet), Zoom, VPN, SSO/MFA, and core SaaS applications, escalating complex issues to US IT, Security, or vendors with clear documentation - Meet defined response and resolution targets, and report on support metrics (ticket volume, first response time, resolution time, user satisfaction) - Identify recurring issues, drive them to root cause, and close the loop with affected users - Provide responsive, white-glove support for executives, including travel and account lockout scenarios - Build and maintain a user-facing and AI ingested knowledge base of how-tos, FAQs, and self-service guides that reduce ticket volume - Provide support coverage with partial overlap with US business hours, and help with urgent after-hours issues as needed **Asset & Endpoint Management** - Own the full lifecycle of laptops and IT assets in Pune: procurement, imaging, assignment, repair, refresh, recovery, and secure disposal - Maintain an accurate asset inventory, with assignments, warranties, and chain of custody tracked for audits - Administer Rippling MDM: device enrollment, configuration profiles, app deployment, OS/patch compliance, and remote lock/wipe - Troubleshoot and resolve Rippling MDM issues (enrollment failures, policy conflicts, app deployment errors, non-compliant devices) and escalate to Rippling support when needed - Support our partial transition to Apple devices, including Mac deployment, setup, and user onboarding to macOS **Onboarding & Offboarding** - Run device and access onboarding for new hires so laptops, accounts, and apps are ready on day one, including a first-day IT orientation - Execute timely offboarding: access revocation, device recovery and wipe, and coordination of courier pickup/returns with vendors - Partner with HR/People Ops on joiner, mover, and leaver workflows and keep evidence of completion **Identity & Access Management** - Administer user accounts, groups, and roles across Google Workspace, Rippling, and connected SaaS applications (including remaining Microsoft 365/Entra ID tenants) - Apply least-privilege, role-based access; process access requests and support periodic access reviews - Manage SSO/SAML application setup, MFA enforcement, and group-based provisioning - Resolve account lockouts, MFA resets, and access issues quickly and securely **License & SaaS Management** - Track and optimize software licenses: assign, reclaim, and true-up seats, and flag unused spend - Maintain the SaaS application inventory and support renewals and vendor evaluations **Vendor & Office IT Operations** - Manage local IT vendors in Pune (hardware suppliers, repair partners, ISPs, couriers), including quotes, POs, SLAs, and contract follow-ups - Maintain office IT infrastructure: network, Wi-Fi, printers, meeting rooms, and AV **Security & Compliance Collaboration** - Work with the Security team on endpoint security (EDR, disk encryption, screen lock, patching), alert triage, and incident response - Support with maintaining evidence for compliance programs (e.g., HITRUST, SOC 2) using Vanta, and remediate failing device and access controls - Follow and help enforce IT and security policies, and educate staff on security best practices **Coordination with US IT Leadership** - Act as the on-site IT owner in Pune, reporting status, risks, and metrics to the Head of IT in the US - Participate in cross-time-zone planning and prioritization, write runbooks and SOPs, and propose automation and process improvements that reduce manual work and ticket volume **WHO YOU ARE:** - 4–7 years of hands-on IT experience spanning both systems administration and end-user support, ideally in a fast-growing technology company or startup - Proven service desk experience: owning a ticket queue, working to SLAs, and using a ticketing tool (Linear, Jira Service Management, Zendesk, or similar) - Strong Windows and macOS troubleshooting skills, plus experience supporting Google Workspace users - Strong hands-on experience with MDM (Rippling MDM preferred) for Windows and macOS - Administrator experience with Google Workspace and/or Microsoft 365/Entra ID, including users, groups, roles, SSO/SAML, and MFA - Proven experience running device lifecycles, onboarding/offboarding, and license management at scale - Experience managing local vendors and procurement in India - Working knowledge of networking fundamentals (DNS, DHCP, VPN, Wi-Fi, firewalls) and endpoint security tools - Experience with remote support tools and supporting distributed users across time zones - Familiarity with compliance frameworks and audit evidence collection (Vanta or similar is a plus) - Scripting or automation skills (Bash, PowerShell, Python, Google Apps Script) are a plus ## Why You’ll Love Working at Nexus At Nexus, we value people who want to grow — and support each other while doing so. You can expect: - A collaborative team culture built on curiosity and respect - Challenging work where your contributions clearly matter - A leadership team that invests in learning and development - The opportunity to work at the intersection of cloud, data, and AI innovation ## Ready to Apply? If this role sounds like a great fit — or even *close* to one — we’d love to hear from you. We know that no candidate checks every single box, and we’re excited to meet people who bring curiosity, talent, and a desire to build meaningful work together.