# Support Engineer, IT Systems Remote from[APAC](https://jobicy.com/job-region/apac.md)Salary, yearly, AUD 117,800 - 176,800Department [Technical Support](https://jobicy.com/categories/technical-support.md) Employment type Full Time, Job posted25 Jun 2026Apply before25 Jul 2026Experience level Senior Views / Applies 87 / 8 [About company](https://jobicy.com/company/zapier.md) [Share](#share) About [Zapier](https://jobicy.com/company/zapier.md) Get your software working together, automatically. * [Information Technology & Services](https://jobicy.com/company-category/information-technology-services.md) * 2011 Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance. Tailor Resume Check Job Fit Cover Letter ### Tailor my resume to this job Discover how to best rewrite and optimize your resume for this specific job. You'll receive personalized suggestions and detailed guidance to highlight your key strengths, effectively address the job requirements, and make your application more compelling to recruiters and hiring managers. After analyzing your resume, I can provide several recommendations to better position yourself for this role. Your background in software development shows strong technical skills, particularly in Java and Python development. However, for this Senior Backend Developer position, I notice there could be more emphasis on your experience with microservices architecture and cloud technologies, which are key requirements for this role. I recommend highlighting specific projects where you utilized these technologies and quantifying your achievements to demonstrate impact... Upgrade to Plus ### Am I a good fit for this job? Understand your compatibility with this specific job opportunity. Our detailed analysis will assess your resume against the role's requirements, providing insights into your potential fit, key skill alignments, and areas you might need to develop to be a strong candidate. After assessing your resume against the job requirements, here's a summary of your fit: 1. Overall Match: Moderate Fit (Approx. 65-70%). Your resume shows good alignment with several core responsibilities for the Project Manager role, especially your experience in agile methodologies and stakeholder communication. 2. Key Strengths: Your PMP certification and proven track record in delivering projects on time are strong assets for this position. 3. Potential Gap: The role specifies experience with 'XYZ specific software', which is not explicitly mentioned in your resume. If you have this experience, ensure it's highlighted. 4. Recommendation: Consider adding a quantifiable achievement related to budget management, as this is often a key metric for PM roles... 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The ideal candidate has 2+ years of IT support experience, including Okta administration, and is empathetic, communicative, and self-directed. This is a remote position based in Australia or New Zealand, offering a competitive salary range of AUD 117,800 to 176,800. The role emphasizes pattern-spotting, automation, and continuous improvement to enhance the employee support experience. Zapier values a service-oriented mindset and clear async communication in a fully remote environment. ### Role DNA Job Complexity Easy Hard Pace & Pressure Relaxed Fast-paced Autonomy Level Guided Full Ownership Communication Load Independent Highly Collaborative AI Insight The role requires 2+ years of experience and pattern-spotting skills, but the technical requirements are not extremely deep, making it a moderate difficulty level. ### Salary Analysis Median Highly Competitive AUD147,300AU Market AUD100k – 160k 0 AUD176k AI Insight The offered salary range of AUD 117,800 to 176,800 is competitive and above typical market rates for Support Engineer roles in Australia, reflecting the seniority and remote-first nature of the position. The median of AUD 147,300 is attractive for candidates with the required experience. ### Key Skills IT Support Okta Administration macOS Support Remote Support Automation Customer Service Jamf Google Workspace ### Cover Letter Sample Dear Hiring Team, I am excited to apply for the Support Engineer, IT Systems position at Zapier. With over 2 years of hands-on IT support experience, including Okta administration and macOS support, I am confident in my ability to deliver empathetic and efficient support to your globally distributed team. I thrive on identifying patterns and implementing process improvements to reduce recurring issues, aligning perfectly with your emphasis on continuous improvement. As a self-directed and growth-oriented professional, I am comfortable with ambiguity and eager to contribute to expanding IT support in a new region. My strong communication skills and passion for automation will allow me to excel in your async, remote-first environment. I look forward to the opportunity to discuss how I can support Zapier's mission of making everyone more productive. Sincerely, [Your Name] Copy ### Possible Interview Questions Can you describe a time you identified a recurring IT issue and implemented a solution to prevent it?At my previous job, we frequently had password reset requests. I created a self-service password reset tool integrated with Okta, which reduced tickets by 30% and improved user satisfaction.How do you prioritize and manage support requests in a remote environment?I use a ticketing system to triage based on urgency and impact. For Slack-based support, I acknowledge requests promptly and set expectations. I also document common issues to enable self-service.How would you handle a frustrated user who is unable to access critical systems?I would first empathize and assure them I'm on it. Then, I'd troubleshoot methodically—checking authentication, network, permissions. If it's a known issue, I'd provide a workaround. After resolution, I'd follow up to ensure satisfaction.What experience do you have with macOS administration?I have 3 years of experience managing macOS devices using Jamf Pro. I handle software deployment, security compliance, and user support. I also script solutions to automate repetitive tasks.Describe a project where you used automation to improve IT operations.I automated new hire onboarding by creating a workflow in Slack that triggers account creation, software provisioning, and device setup. This reduced manual effort by 50% and ensured consistency. ## AI at Zapier At [Zapier](https://zapier.com/about), we build and use automation every day to make work more efficient, creative, and human. So if you’re using AI tools while applying here – that’s great! We just ask that you use them responsibly and transparently. Check out our guidance on [How to Collaborate with AI During Zapier’s Hiring Process](https://zapier.com/l/jobs/ai-at-zapier), including how to use AI tools like ChatGPT, Claude, Gemini, or others during our hiring process – and when not to. ## Support Engineer, IT Systems ## Job Posted: June 19th, 2026 ## Location: Australia or New Zealand Hi there! We’re looking for a Support Engineer, IT Systems to join our team. Zapier is on a mission to make everyone more productive at work. Zapier has helped millions of people build businesses through the power of automation. This is an exciting role at Zapier in a growing team, and you will play a direct role in delivering and improving the IT support experience for Zapier employees across a globally distributed org. Working closely with our Engineering, People Ops, and Security teams, you will be the frontline of IT support — resolving issues quickly, identifying patterns, and continuously raising the bar on how support gets delivered. We believe that a good IT experience is a perk — it keeps people productive and engaged rather than getting in the way. This isn’t a ticket-queue job. You’ll be expected to not just resolve issues, but to improve the systems and processes that prevent them from recurring. If you’re someone who gets satisfaction from both helping people and making things better, this role is for you. If you’re interested in furthering your career at a fast-growing and profitable org, then read on… ## Our Commitment to Applicants * [Our Commitment to Applicants](https://zapier.com/jobs/our-commitment-to-applicants/) * [Culture and Values at Zapier](https://zapier.com/jobs/culture-and-values-at-zapier/) * [Zapier Guide to Remote Work](https://zapier.com/learn/remote-work/) * [Zapier Code of Conduct](https://zapier.com/jobs/zapier-code-of-conduct/) * [Diversity and Inclusivity at Zapier](https://zapier.com/jobs/working-on-diversity-and-inclusivity/) Zapier is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce. ## About You * Experienced IT support professional. We’re looking for 2+ years of direct hands-on experience delivering IT support in a corporate environment, including hands-on Okta administration. Experience supporting macOS is a strong plus. * Empathetic and service-oriented. You genuinely enjoy helping people and take pride in delivering a fast, friendly, and effective support experience. In a fully remote environment where support happens over Slack, you understand that how you communicate matters as much as what you communicate. You meet employees where they are, stay patient under pressure, and leave every interaction better than you found it. * A pattern-spotter. You don’t just close tickets — you notice when the same issue keeps coming up and you do something about it. You look for opportunities to eliminate repeat work through documentation, automation, or process improvement. * Excellent communicator. We’re a 100% remote team, and writing is our primary means of communication at Zapier. Clear, async communication is essential. * Relationship-driven. You understand that trust is built one interaction at a time, and you treat every support request as an opportunity to earn it. * Self-directed and comfortable with ambiguity. As part of a distributed team operating in a unique timezone, you are trusted to manage your own workload with minimal supervision and escalate early when needed. This is a net-new region for Zapier IT, and we’re looking for someone who is energized by expanding an established foundation into new territory and committed to continuous improvement in how support gets delivered. * Growth-oriented. You’re eager to grow your technical skills over time and excited by the opportunity to take on more as the team scales. * Hands-on administration experience with any of the following is a plus, but not required. We’ll invest in training and ramp time for the right candidate (Jamf, Google Workspace, Slack or 1Password). ## Things You’ll Do Zapier is a fast-growing and remote-first company, so you’ll likely get experience on many different projects across the organization. That said, here are some things you’ll probably do: Deliver great support (primary focus): * Serve as the first point of contact for IT support requests across Zapier’s global employee base, with a focus on AU/NZL coverage hours. * Troubleshoot and resolve hardware (Mac), software, and access issues for our employees. * Perform user account management as part of onboarding and offboarding workflows. * Handle common endpoint tasks using Jamf (device enrollment, basic troubleshooting, account unlocks). * Triage and escalate complex issues to senior team members where appropriate. Improve the support experience (core pillar): * Identify recurring issues and build runbooks, help articles, and self-service resources to reduce repeat ticket volume. * Surface patterns and feedback from the frontline to help the team continuously improve IT processes and tooling. * Contribute to ZapIT (Zapier’s internal IT helpdesk platform) by flagging gaps and helping test improvements. * Measure and track support quality and look for ways to improve response times and resolution rates. Light engineering (growth area): * Assist with SSO/SAML application integrations using established playbooks. * Build and maintain simple automation workflows in Okta Workflows and Zapier to reduce manual IT tasks. * Work with dozens of SaaS tools including Google Workspace, Jira, Slack, 1Password, Zoom, and more. ## How to Apply At Zapier, we believe that diverse perspectives and experiences make us better, which is why we have a non-standard application process designed to promote inclusion and equity. We’re looking for the best fit for each of our roles, regardless of the type of education or companies in your background, so we encourage you to apply even if your skills and experiences don’t exactly match the job description. All we ask is that you answer a few in-depth questions in our application that would typically be asked at the start of an interview process. This helps speed things up by letting us get to know you and your skillset a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional. After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to never go more than seven days without letting you know the status of your application. We know we’ll make mistakes from time to time, so if you ever have questions about where you stand or about the process, just ask your recruiter! Zapier is an equal-opportunity employer and we’re excited to work with talented and empathetic people of all identities. Zapier does not discriminate based on someone’s identity in any aspect of hiring or employment as required by law and in line with our commitment to Diversity, Inclusion, Belonging and Equity. Our[code of conduct](https://zapier.com/jobs/zapier-code-of-conduct/) provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base. Zapier is committed to inclusion. As part of this commitment, Zapier welcomes applications from individuals with disabilities and will work to provide reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact jobs@zapier.com. Even though we’re an all-remote company, we still need to be thoughtful about where we have Zapiens working. Check out [this resource](https://docs.google.com/document/d/1VzesvLsgVG2RDRPtGvBF8CbcB9ZA-Hsddg0P2ildBb8/edit) for a list of countries where we currently cannot have Zapiens permanently working. ## Application Deadline: The anticipated application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later, or if the position is filled. Even though we’re an all-remote company, we still need to be thoughtful about where we have Zapiens working. Check out[this resource](https://docs.google.com/spreadsheets/d/1_lXQvKwuU4xXEbye7EW_En8iv1ZIMlQNmT7B2Mzbo24/edit?gid=0#gid=0) for a list of countries where we currently cannot have Zapiens permanently working. 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