IT Support Specialist

This role is part of our Central Platform Team at saas.group.

What is saas.group?

Think of us as the driving catalyst behind your favorite software success stories. saas.group, established in 2017, is on a mission to turbocharge promising B2B SaaS ventures, unlocking their full potential. As a Software-as-a-Service portfolio powerhouse, we specialize in acquiring small software treasures and polishing them into industry stars. With a dynamic, fully remote team of nearly 400 colleagues spanning 50+ countries, we are rewriting the playbook on SaaS innovation and collaboration. We grow 25 exciting brands under our umbrella. Feel free to explore our Candidate's Hub to get an insider's view, dive into our culture, gain valuable insights into our teams and how we work.

Also, don't forget to follow saas.group on LinkedIn to stay up to date on our job openings, podcast episodes, and all things happening at our company.

Profile Overview

We're looking for our first dedicated IT Support Specialist to join our central Platform team. You'll own the IT support queue end to end, becoming the first point of contact for day to day tickets across Google Workspace, Mac, Chrome, VPN and remote desktop issues. That gives our IT Systems Lead the room to focus on automation and strategy, and you'll be the one running the automations he builds. It's a foundational role: you'll be the first line of IT support for close to 400 people across 25+ brands, with a path to grow into automation work yourself as more of the queue gets automated over time.

Your immediate impact in the first 3-6 months will be:

• Take full ownership of the IT support queue, resolving day to day tickets (Google Workspace, Mac, Chrome, VPN, remote desktop) without needing to escalate anything routine
• Get up to speed on our device vendor and start handling laptop provisioning and onboarding logistics for new hires across regions
• Start contributing to the evidence gathering behind our brands' SOC 2 and ISO 27001 certifications (access reviews, onboarding and offboarding records, device inventory)
• Support the IT side of onboarding a newly acquired brand, helping get their people and tools set up cleanly

Your responsibilities

• Own and triage the IT support queue, resolving tickets that span Google Workspace admin, Mac troubleshooting, Chrome and VPN issues, and remote desktop support
• Run the automations our IT Systems Lead builds, and know when a ticket needs a manual touch instead
• Carry out access control and security checks (admin counts, permission reviews) and configure domains and tools for our brands
• Coordinate with our laptop vendor to get new hires equipped across regions, escalating cost or judgment calls
• Help gather and maintain the evidence our brands need for SOC 2 and ISO 27001 certification
• Support the IT side of onboarding newly acquired brands, from access setup to chasing the details so nothing slips

What You bring to the table

• Hands-on experience troubleshooting Google Workspace (admin console, access and permissions) in a real support environment
• Comfortable supporting Mac users day to day: Chrome issues, VPN connectivity, general OS troubleshooting
• 3+ years in an IT support or service desk role, comfortable owning and prioritising a ticket queue independently, even when volume spikes
• Based in Europe, so you can work closely with the rest of the IT team in real time
• Comfortable using AI tools like ChatGPT day to day to work faster; no need for experience with AI agents or building automations yourself

What’s in it for You

• Ultimate flexibility: We’re 100% remote. You can work from wherever you like, whenever you like.
• Freedom and autonomy: We’re a high-trust team, and you’ll be given lots of flexibility to solve problems in your own way — with plenty of help from the team when you need it.
• Minimum bureaucracy: We don’t like to get bogged down with meetings and red tape. We like to be efficient and keep momentum steady & sustainable.
• Small & friendly team: We help each other out, have fun, and joke around.
• Our network: We are a community of entrepreneurial SaaS professionals that regularly exchange ideas, knowledge, learning  and expertise with each other internally. 
• Flexible time off: We want you to recharge your batteries when needed.

We don’t just simply offer you to “take a job with us” but rather to “join us on this journey” to build the world's largest platform of independent SaaS companies. 

Sounds like something you’re up for? Feel free to apply even if you don’t check all these boxes. We believe in the power of diversity and fresh perspectives to spice up our team. Your application might just be the missing ingredient!