IT Support & Systems Engineer

About Nexus You don't have an AI story if you don't have your data story. That's where NexusOne comes in. We're the converged data platform for the AI era — composable by design, built on an open-source foundation, and AI-native from the ground up. One identity, one governance envelope, one operational layer across every mainframe, data lake, warehouse, and streaming system in the business. For the first time, enterprises can bring their existing stack along instead of rebuilding it — and still give AI agents full context across the estate. What we stand for is simple: sovereign data, interoperable systems, decoupled intelligence — delivered the way modern software should be. No rip-and-replace. No multi-year transformation. Our CEO Anu Jain puts it well: we turn the "ball of yarn" of data integrations into a unified engine — less like assembling car parts, more like buying the car ready to drive. 85+ open-source tools pre-integrated. AI-native automations that deploy and self-heal the stack without human toil. Forward-deployed engineers who build shoulder-to-shoulder with customer teams — hands on keyboards, not just on decks. It's working, and fast. We're tripling revenue year over year, backed by Insight Partners, and running in production in environments most vendors won't touch. Our platform processes credit risk data for 90%+ of US small businesses — 40M+ — every month. Intent signals for 300M+ subscribers monthly for Africa's largest telco. The data and AI layer for a Top 3 US bank. We're 100+ people across the US and India, headquartered in Atlanta. We think big, move fast, and don't mistake activity for progress. We hire people who'd rather ship the rocket than brief someone on it. Check out this podcast of Anu talking about our solution here: https://www.youtube.com/watch?v=g8g50sv5GhQ As we continue our journey, we are building a team of sharp, intelligent innovators who can move fast with great agility and passion. We are searching for an experienced IT Support & Systems Engineer to own both our IT systems and the day-to-day experience of the people who use them. Based in our Pune office and reporting to the Head of Information Technology in the US, you will be the hands-on owner of our devices, identities, and SaaS applications, and the first line of support for employees across NexusOne. You will work with the Security team to keep NexusOne productive, secure, and audit-ready. The ideal candidate takes end-to-end ownership, fixes problems at the root, documents what they do, and thrives working across time zones. WHAT YOU'LL DO: End-User Support & Service Desk Own the IT support queue: triage, prioritize, and resolve tickets in our ticketing system (Linear), and route Slack requests into a single tracked intake Provide Level 1/Level 2 support for macOS, Windows, Google Workspace (Gmail, Calendar, Drive, Meet), Zoom, VPN, SSO/MFA, and core SaaS applications, escalating complex issues to US IT, Security, or vendors with clear documentation Meet defined response and resolution targets, and report on support metrics (ticket volume, first response time, resolution time, user satisfaction) Identify recurring issues, drive them to root cause, and close the loop with affected users Provide responsive, white-glove support for executives, including travel and account lockout scenarios Build and maintain a user-facing and AI ingested knowledge base of how-tos, FAQs, and self-service guides that reduce ticket volume Provide support coverage with partial overlap with US business hours, and help with urgent after-hours issues as needed Asset & Endpoint Management Own the full lifecycle of laptops and IT assets in Pune: procurement, imaging, assignment, repair, refresh, recovery, and secure disposal Maintain an accurate asset inventory, with assignments, warranties, and chain of custody tracked for audits Administer Rippling MDM: device enrollment, configuration profiles, app deployment, OS/patch compliance, and remote lock/wip