Technical Support Analyst

Join us on our mission to make a better world of work.

Culture Amp is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on Culture Amp every day.

Culture Amp is backed by leading capital venture funds and has offices in the US, UK, Germany and Australia. Culture Amp has been recognized as one of the world’s top private cloud companies by Forbes and most innovative companies by Fast Company.

For more information visit cultureamp.com.

How you can help make a better world of work

As a member of the IT Support Team you will primarily provide an exceptional support experience to our (pretty amazing) people across the globe - creating a positive, reliable, and consistent IT experience that supports and enables everyone to continue to deliver impactful and quality results.

You are passionate about helping people and will be there for them from their day one onboarding, and provide ongoing support for access, software, and hardware ensuring that they have everything they need to do their jobs around the world.

Our team thrives at the intersection of technology and people and is comprised of folks with strong technical, customer service, and communication skills. This role is perfect for someone who has a strong internal drive, like to solve problems, and can define their own priorities, requirements, and goals in a dynamic, fast-paced environment. Less than 10% of all tickets get escalated through to our Engineers so an analytical and logical approach to problem solving is a must.

*Given the in-person support required for this role, it requires someone who can attend our Shoreditch (London) office 3x per week at a minimum. *

As part of this team of amazing humans,

*You will *

• Represent Technology to a high standard across all interactions (Internal and external).
• Provide a positive Camper experience through rapid response, troubleshooting, analysis and resolution for all incidents reported; following the standard Incident Management processes, including functional escalation where appropriate.
• Provide high-quality and consistent day-to-day technical response to Campers for access, software, and hardware within the Culture Amp corporate environment.
• Provide support and maintenance activities for general environment, and office-based hardware (Including but not limited to Zoom rooms, cabling, comms rooms, printers, desktop Equipment, peripherals, and periodic audit tasks).
• Facilitate and continually develop the Camper IT Onboarding Sessions ensuring an engaging and positive introduction to IT Support at Culture Amp.
• Manage the Camper lifecycle - administering, supporting and maintaining Access, Enterprise Software, and Camper Hardware within the Culture Amp environment, and ensuring compliance with the applicable security policies through Onboarding, Role Changes, and Offboarding events.
• Manage the IT Asset lifecycle and inventories, working with vendors as appropriate for coordination of delivery, installation, repairs, and returns ensuring Security and Finance compliance expectations are met.
• Contribute to the ongoing success and growth of the team through the identification of enhancements or changes, formalising these into actionable project proposals or process improvement opportunities.

*You have *

• Proven success and a background in Technology Support with a focus on Apple devices, MacOS, and SaaS tooling.
• Demonstrated success in remote and/or hybrid work environments. You have a sense of belonging, even from afar, and are able to manage individual responsibility while being collaborative in a distributed environment. Our team is spread all over the world and we are looking for someone who will not only join, but help grow our team’s culture and sense of community. The users we support are also distributed and we have office hubs in our key regions.
• Ability to multitask and juggle competing priorities. Navigating ambiguity is more of a quest than a blocker or challenge.

You are

• Empathetic, and this helps you align with people in times of high stress.
• Curious and have an appetite to learn new skills and tools.
• Self driven - You find value in the work you do because of the impact it has on people in the company. This makes even the boring or tedious parts of our work feel worth doing.
• Well versed in the hard-skills required to provide a great support experience. These aren’t only technical - i.e. the ability to communicate clearly, structure interactions in a way that provides a journey and understanding to our users, create good documentation allowing people to help themselves (and much more).

We believe that our employees are the heartbeat of our success. We're committed to fostering a work environment that truly cares for and develops its people, and creates lasting positive impact. In addition to providing a competitive compensation package, some of the key benefits we offer are:

• Employee Share Options Program: We empower you to be an owner in Culture Amp and share in our success
• Programs, coaching, and budgets to help you thrive personally and professionally
• Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people
• Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay - you can spend it however you like to help improve your experience and life outside work
• Team budgets dedicated to team building activities and connection
• Intentional quarterly wellbeing pauses: A quarterly company-wide shutdown day in each region to to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time
• Extended year-end breaks: An extended refresh period at the end of year
• Excellent parental leave and in work support program available from day 1 of joining Culture Amp
• 5 Social Impact Days a year to make a positive impact on the community outside of work
• MacBooks for you to do your best & a work from home office budget to spend on setting up your home office
• Medical insurance coverage for you and your family (Available for US & UK only)

Additionally, we don't just focus on our internal community; we believe in creating a better world of work for all. We're committed to diversity, equity, and inclusion, with Employee Resource Groups and ally communities in place.

We have a strong commitment to Anti-Racism, and endeavor to lead by example. Every step we make as a business towards anti-racism is another step we can take to support our customers in making a better world (of work). You can see our current commitments to Anti-Racism here.

Please keep reading...

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting significantly fewer requirements.

We strongly encourage you to apply if you’re interested: we'd love to know how you can amplify our team with your unique experience!

Thank you for taking the time to read this advert. If you decide to apply, as part of your application, we will ask you to complete voluntary diversity questions (excluding Germany). Please watch this video from our amazing DEI Leader, Aubrey Blanche to share more on why we collect the data and how we will use it.

If you require reasonable accommodations or adjustments to complete the online application or to participate in the interview process, please contact accommodations@cultureamp.com* and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.*