Job Description

What we’re building and why we’re building it. 

Every month, millions of people use America’s Rewards App, earning rewards for buying brands they love – and a whole lot more. Whether shopping in the grocery aisle, grabbing a bite at the drive-through or playing a favorite mobile game, Fetch empowers consumers to live rewarded throughout their day. To date, we’ve delivered more than $1 billion in rewards and earned more than 5 million five-star reviews from happy users. 

It’s not just our users who believe in Fetch: with investments from SoftBank, Univision, and Hamilton Lane, and partnerships ranging from challenger brands to Fortune 500 companies, Fetch is reshaping how brands and consumers connect in the marketplace. When you work at Fetch, you play a vital role in a platform that drives brand loyalty and creates lifelong consumers with the power of Fetch points. User and partner success are at the heart of everything we do, and we extend that same commitment to our employees.

Ranked as one of America’s Best Startup Employers by Forbes for two years in a row, Fetch fosters a people-first culture rooted in trust, accountability, and innovation. We encourage our employees to challenge ideas, think bigger, and always bring the fun to Fetch.

Fetch is an equal employment opportunity employer.

What we’re building and why we’re building it. 

Every month, millions of people use America’s Rewards App, earning rewards for buying brands they love – and a whole lot more. Whether shopping in the grocery aisle, grabbing a bite at the drive-through or playing a favorite mobile game, Fetch empowers consumers to live rewarded throughout their day. To date, we’ve delivered more than $1 billion in rewards and earned more than 5 million five-star reviews from happy users. 

It’s not just our users who believe in Fetch: with investments from SoftBank, Univision, and Hamilton Lane, and partnerships ranging from challenger brands to Fortune 500 companies, Fetch is reshaping how brands and consumers connect in the marketplace. When you work at Fetch, you play a vital role in a platform that drives brand loyalty and creates lifelong consumers with the power of Fetch points. User and partner success are at the heart of everything we do, and we extend that same commitment to our employees.

Ranked as one of America’s Best Startup Employers by Forbes for two years in a row, Fetch fosters a people-first culture rooted in trust, accountability, and innovation. We encourage our employees to challenge ideas, think bigger, and always bring the fun to Fetch.

Fetch is an equal employment opportunity employer.

What We Do:

As a Senior member of the IT Ops team, you’ll help us scale with the growth of Fetch. You’ll use SaaS platforms large and small to enable our staff to be efficient and productive, while keeping us secure. We value curiosity, learning from mistakes, and a can-do attitude.

What You’ll Do:

• Be on-site IT support at our office (at least two-three days a week)
• User Support and Troubleshooting
• Provide Level 2/3 support for identity, collaboration, and productivity tools
• Develop and maintain IT documentation, guides, and knowledge base articles
• Lead IT support efforts for incident response and root cause analysis
• System Optimization and Automation
• Identify opportunities to streamline IT processes through automation and scripting
• Assist in implementing new tools and solutions to improve IT service delivery
• Identity and Access Management (Okta)
• Manage and configure Okta SSO and MFA policies for user authentication
• Create and maintain user lifecycle workflows, including onboarding and offboarding processes
• Troubleshoot identity-related issues and maintain security compliance
• Integrate and manage third-party applications with Okta for SSO
• Atlassian Suite Administration (Jira, Confluence, Bitbucket)
• Administer Jira projects, workflows, permissions, and automation rules.
• Maintain Confluence spaces, user permissions, and best practices for documentation.
• Support Bitbucket configuration, repositories, and user access.
• Troubleshoot user and system issues and optimize tool performance.
• Administer SaaS apps and account access for the tools our team depend on including:
• Okta
• G Suite
• Atlassian (Jira, Confluence)
• Slack
• Zoom
• Apple (macOS, MDM, ABM, VPP)
• Microsoft (Windows 10, Azure AD, Office 365, Intune)
• AWS (IAM, Route 53)
• Be a technical resource for questions related to the above tools with the ability to produce an appropriate solution
• Applying best practice security policies and strategies
• Create and maintain quality technical documentation that describes the processes and systems you work with
• Multi-task on assignments, prioritize and deliver on routine tasks and assigned projects

We know we're both succeeding when:

• We feel comfortable throwing miscellaneous technical tasks at you. We know you can get the job done
• You’ve shown that you’re interested in and capable of leading continuous improvement efforts  
• You’re able to organize your workflow using task management and communicate updates effectively
• Our onboarding process is seamless and consistent
• You can handle service requests start to finish, escalating when necessary
• Employees are impressed with how you’ve resolved their technical issues – perhaps they’ve learned something new!

You possess: 

• Prior experience administering users in G Suite, Okta, and/or similar SaaS software
• Enthusiastic about helping people, with a friendly and reassuring attitude 
• A deep working knowledge with personal experience using both macOS and Windows
• Working knowledge of SAML concepts and SSO applications (Okta, OneLogin, etc)
• Familiarity with UNIX scripting, automation tools, webhooks, and API request concepts
• You have a handle on and personal interest in staying up to date on the latest consumer tech

 Bonus points for: 

• B.S. Computer Science, Information Systems with equivalent experience in an IT role
• 5+ years in IT support or system administration, with a focus on Okta, Atlassian tools, and Google Workspace
• Previous experience in a startup environment
• A functional understanding of networking concepts
• Excellent verbal and written communication skills

At Fetch, we'll give you the tools to feel healthy, happy and secure through:

• Equity: We offer employees equity in Fetch, so that everyone can benefit from Fetch’s growth.
• 401k Match: Dollar-for-dollar match up to 4%.
• Benefits for humans and pets: We offer comprehensive medical, dental and vision plans for everyone including your pets.
• Continuing Education: Fetch provides ten thousand per year in education reimbursement.
• Employee Resource Groups: Take part in employee-led groups that are centered around fostering a diverse and inclusive workplace through events, dialogue and advocacy. The ERGs participate in our Inclusion Council with members of executive leadership.
• Paid Time Off:On top of our flexible PTO, Fetch observes 9 paid holidays, including Juneteenth and Indigenous People’s Day, as well as our year-end week-long break. 
• Robust Leave Policies:20 weeks of paid parental leave for primary caregivers, 14 weeks for secondary caregivers, and a flexible return to work schedule. 
• Calvin Care Cash: Employees who are welcoming new family members will also receive a one time $2,000 incentive to assist employees with covering the cost of childcare, clothing, diapers and much more!
• Flexible Work Environment: Collaborate with your team in one of our stunning offices in Madison, Birmingham, or Chicago. Or you can work fully remotely from anywhere in the US. We’ll ensure you are equally equipped with the hardware and software you need to get your job done in the comfort of your home.

Fetch is an equal opportunity employer that embraces diversity, inclusion, and respect for all individuals. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, age, national origin, marital status, veteran status, disability, or any other characteristic protected by applicable law. Our commitment to inclusivity ensures that everyone is treated with dignity and has the opportunity to succeed based on their talent, skills, and potential.

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