IT & Customer Systems Engineer

IT & Customer Systems Engineer (Core Services)

Crossno Kaye

Location:

Santa Barbara, CA (Hybrid – 3 Days in Office/Week)

Travel:
Up to 10% to customer sites.

We’re hiring an experienced, hands‑on IT professional to support both our internal teams and customer deployments. You’ll own customer‑site activation end‑to‑end; partnering with customer IT to greenlight networks, bring gateways online, and ensure data is flowing. Internally, you’ll transform our spreadsheet‑level IT into a scalable, repeatable program, including helpdesk workflows, device lifecycle and inventory management, and the rollout of multiplatform MDM and EDR across our device fleet.

This role is essential to operational reliability, customer success, and data security. As we grow, you’ll scale device posture and identity standards and support the operation of security controls and evidence as we move toward external security attestations and certifications. You’ll create the core IT and security foundation that enables a best‑in‑class engineering and customer experience. This role reports to Senior Manager, Core Services and partners closely with Operations to schedule customer work.

• Customer Site Installations & Support
• Coordinate installation & troubleshooting:
  Crossno Kaye hardware, gateways, and networking components at customer sites; work shoulder‑to‑shoulder with field teams and customer IT to reach operational acceptance.
• Own the customer‑IT relationship: ensure secure, reliable integration – clarify network plans (VLAN/IP/DHCP/DNS/NAT, firewall rules), align on security controls, and secure sign‑offs.
• Standards & documentation: develop and maintain IT deployment standards (networking, data transfer, security/compliance) as simple checklists/diagrams that Operations and internal hardware teams actually use.
• Support & escalation: provide remote and on‑site support for industrial deployments; coordinate downtime windows and escalate to internal specialists when needed.
• Hardware/agent collaboration: collaborate closely with internal hardware and agent‑infrastructure teams to meet firmware, telemetry, and control‑path requirements, and feed findings back into the paved road for future installs.
• Office IT & Internal Systems
• Stand up the program: create a one‑door helpdesk (ticketing and tracking), publish IT SLOs (first response and resolution), and build a living knowledge base.
• Device lifecycle & inventory: own joiner/mover/leaver and maintain an authoritative inventory across a mixed fleet of Windows, Mac, and Linux devices.
• Endpoint management: deploy and operate cross‑platform MDM/posture and EDR across the fleet; enforce highly secure baselines for Linux, Mac, and Windows; automate remediations, and report coverage/health.
• Identity & access: streamline SSO/SAML/OIDC onboarding using our Google Workspace installation. Control SCIM provisioning and group/role hygiene.
• Core IT systems: operate and improve Wi‑Fi, baseline laptop configuration, conference‑room A/V, event and meeting A/V, and core SaaS platforms; handle software procurement and renewals.
• No standing 24×7 on‑call. Very rare after‑hours pages (approximately 2–4 times per year) for urgent customer installs or incidents, scheduled where possible. Some install or maintenance windows may start early U.S. Eastern hours or fall on occasional weekends.
• Security & Compliance
• Execute security controls under Core Services Security & Compliance (program ownership sits there): patch/vulnerability cadence, periodic access reviews, endpoint posture enforcement.
• Evidence & audits: maintain the evidence library; support external security attestations/certifications (e.g., SOC 2, ISO 27001) and customer questionnaires with current artifacts.
• Posture‑gated access: integrate device posture with IdP/AWS (e.g., Context‑Aware Access / IAM Identity Center) so high‑risk apps require a managed device.
• Exceptions & incidents: log and time‑box policy exceptions; coordinate with Reliability/IR on incident follow‑ups related to identity/endpoints.
• Continuous improvement: evaluate practical security tooling/process upgrades in partnership with Platform/Security; land…