IT Manager

About the role

Customer.io is looking for a strategic, hands-on IT leader to join our globally distributed team. Reporting to the Director of IT & Security, this senior individual contributor role shapes the IT systems, processes, and tools that keep our business secure, efficient, and scalable—while delivering a seamless employee experience worldwide.

You’ll partner across functions—People Experience, Security, Legal, Engineering, and Sales—to define IT priorities, implement secure workflows, and streamline processes that scale with our growth. This is a high-impact role for someone who thrives influencing without authority, turning complex challenges into elegant, repeatable systems, and using IT as a business enabler.

What you’ll do

• Lead the design and execution of IT systems and processes, with a focus on security, scalability, and employee experience.
• Partner across teams to review workflows, identify improvement opportunities, and implement solutions that enable rapid organizational growth.
• Own day-to-day technical support in a tiered IT model, including software provisioning, hardware troubleshooting, and application support for remote employees.
• Collaborate with People Experience to optimize onboarding, offboarding, and lifecycle IT workflows, ensuring employees have timely access to the right tools and systems.
• Maintain and evolve IT infrastructure, including user management, device compliance, endpoint protection, and security policy enforcement via MDM tools.
• Implement and manage identity and access management (IAM), single sign-on (SSO), and role-based access controls across systems.
• Partner with Security and Compliance to adhere to internal controls and standards (SOC 2, ISO 27001, HIPAA, GDPR).
• Proactively identify and remediate vulnerabilities across company-managed systems and applications.
• Align IT strategy with broader business priorities and help translate technical initiatives into tangible business impact.

What we’re looking for

• 7+ years in a senior IT role, ideally in a fully remote or distributed SaaS company, with experience in IT support, systems administration, and security.
• Hands-on experience with cloud-first environments, IAM, zero-trust principles, endpoint security, and data loss prevention.
• Proven ability to partner across business functions to implement systematic, efficient, and secure workflows.
• Strong influencing skills—able to drive alignment and adoption without direct authority.
• Curiosity and openness to emerging technologies, including AI and automation, to improve IT efficiency and employee experience.
• Hands-on experience with SaaS IT tools (Google Workspace, Okta, Slack, Zoom) and MDM solutions (Jamf, Kandji, Intune).
• Familiarity with security frameworks (NIST, CIS Controls) and compliance/audit preparation (SOC 2, ISO, HIPAA).
• Experience with security incident response, risk assessment, and remediation planning.
• Excellent troubleshooting skills on macOS and Windows systems.
• A collaborative, customer-first mindset, focused on making the employee experience seamless and secure.

What we value

• Strategic impact: Drive outcomes that matter across the business.
• Hands-on problem solving: Own issues end-to-end, from strategy to execution.
• Collaboration: Partner effectively across teams and time zones.
• Security first: Protect systems, data, and people.
• Curiosity: Explore new tools and processes to improve efficiency.
• Empathy: Make your teammates’ experience better every day.

We believe in transparency. Starting salary for this role is $120,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment.

We know our people are what make us great, and we’re committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.

See full benefits here →

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 Recruiter
• 45-minute video call with Hiring Manager
• 1:1 video calls with a few members of the team
• Take-Home Assignment + Review Call

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 [email protected].

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.