About this role.
Customer.io is seeking a Contract IT Specialist to provide day-to-day internal IT operations support in a fully remote, SaaS-first environment. The role covers Tier 1–2 support, employee lifecycle administration, identity and access management, MDM administration, endpoint compliance, and operational documentation. The specialist will also assist with SOC 2, ISO, and HIPAA evidence collection and access-review activities. This is a full-time, approximately three-month contract requiring daily availability from 8 a.m. to 5 p.m., with possible conversion to full-time employment.
Role DNA
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Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Sample interview questions
I would first assess business impact, urgency, security risk, and the number of users affected. I would address access outages, security incidents, and issues blocking critical work first, acknowledge all requests promptly, and provide clear status updates and expected next steps.
I would follow a documented checklist: confirm role and manager approval, provision the required identity and SaaS accounts, assign role-based groups, enroll and configure the device in MDM, verify endpoint security and compliance, and document completion. I would validate that the employee has only the access needed for their role and resolve any access issues before their start date.
I would review the MDM console to identify the specific failed control, such as missing encryption, outdated OS patches, inactive endpoint protection, or a configuration-profile error. I would contact the user with concise remediation steps, assist remotely where needed, confirm that the device checks back in successfully, and document recurring issues for process improvement.
I have supported these activities by collecting audit evidence from IAM, MDM, ticketing, and security tools; preparing user-access review data; verifying that provisioning and offboarding records are complete; and ensuring documentation reflects the control being tested. I focus on making evidence traceable, current, and easy for control owners or auditors to review.
I would identify the repeated inputs, approvals, systems involved, and required audit trail, then use available APIs, scripts, or workflow automation tools to standardize the process. For example, I could automate a new-hire workflow that creates accounts, applies role-based groups, assigns software, opens MDM enrollment tasks, and logs each completed action for review.
About Customer.io
Over 9,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.
About the role
Hi, my name is Bill Miksich, VP Operations at Customer.io, and I’m looking for a Contract IT Specialist to help our globally distributed IT team keep pace as we scale. This is a hands-on, full-time contract role covering the day-to-day: responding to requests, keeping systems running, and supporting our people across a fully remote, SaaS-first environment. You’ll be available 8am–5pm daily to jump on whatever the team needs that day. It’s a great way to get IT operations exposure at a fast-growing SaaS company, with a possible path to full-time conversion based on performance and business need.
What we value
- Responsiveness — you’re quick to jump in and get people unblocked.
- Customer-service mindset — you’re just as focused on user happiness as on policy.
- Reliability — you show up ready to tackle whatever comes in.
What you’ll do
- Assist with tier 1–2 IT support across hardware, software, SaaS apps, and remote connectivity with a customer-service-first mindset.
- Support employee lifecycle workflows (onboarding, offboarding, role changes), following established steps and flagging opportunities to improve them.
- Maintain identity and access management tasks — provisioning, SSO, group and role-based access across core systems.
- Help keep the device fleet healthy via MDM — compliance, endpoint protection, patching, and configuration.
- Respond to SOC 2, ISO, and HIPAA compliance requests through evidence collection, access review prep, and control adherence.
- Keep operational documentation current, and pitch in with People, Security, and Engineering on cross-functional requests as they come up.
What we’re looking for
- 3+ years in IT support, systems administration, or IT operations, ideally at a remote-first SaaS company
- Hands-on experience with MDM solutions (Kandji, Jamf, Intune, or similar)
- Experience with identity and access management (Okta or similar), SSO, and role-based access
- Comfort using scripting or workflow tools to knock out repetitive tasks
- Strong troubleshooting on macOS (Windows a plus)
- Excellent documentation and communication skills
- Experience supporting SOC 2, ISO, or HIPAA activities (access reviews, evidence gathering, control adherence) is a plus
Compensation & Benefits
This is a contracted engagement at $46–54/hr USD, depending on experience, for an estimated 3-month term, with potential to convert to full-time based on performance and business need.
Our Process
No gotchas, no trick questions – just a clear, human process designed to help both of us make an informed decision.
- 30-minute video call with a Recruiter
- 30-minute video call with the Hiring Manager
- 45-minute Technical Interview
All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.
Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.
Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official Customer.io letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact jobs@customer.io.
Join us!
Check out our careers page for more information about why you should come work with us! We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you’re excited by what you read — apply now.
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