IT Support Engineer

About Faire

Faire is an online wholesale marketplace built on the belief that the future is local — independent retailers around the globe are doing more revenue than Walmart and Amazon combined, but individually, they are small compared to these massive entities. At Faire, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe. Picture your favorite boutique in town — we help them discover the best products from around the world to sell in their stores. With the right tools and insights, we believe that we can level the playing field so that small businesses everywhere can compete with these big box and e-commerce giants.

By supporting the growth of independent businesses, Faire is driving positive economic impact in local communities, globally. We’re looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours.

About this role

Faire is looking for an IT Support Engineer to join our IT Operations team in Waterloo. In this role, you'll deliver high-quality technical support to our employees while helping to scale and streamline IT services through automation, documentation, and process improvements.

This is more than a traditional support role. While you’ll be responsible for hands-on troubleshooting and equipment provisioning, we’re looking for someone who approaches problems with an engineering mindset—curious, proactive, and focused on impact. You’ll help design and improve support workflows, identify and resolve recurring issues, and work closely with our IT Engineering team to enhance our internal tools.

What you’ll do

• Serve as a point of contact for IT support for the Waterloo or Toronto office and act as a global escalation point for complex or high-impact issues.
• Troubleshoot and resolve technical problems involving macOS devices, SaaS applications (Google Workspace, Slack, Atlassian, etc.), networking,A/V systems, and internal tools.
• Develop and document efficient, repeatable support workflows that improve employee experience and reduce manual effort.
• Create lightweight tools and automations (e.g., Python scripts, Jira automations) to improve IT team efficiency and service quality.
• Implement modern AI tooling to improve our service quality, speed, and accuracy. 
• Collaborate with IT Engineering to escalate issues, provide feedback, and contribute to improving the reliability and supportability of systems and tools.
• Get to the bottom of issues through root cause analysis.
• Contribute to internal documentation and end-user guides to enable self-service and reduce support load.

Qualifications

• 3+ years in an IT support or technical operations role, preferably in a high-growth or fast-paced environment.
• Strong diagnostic and troubleshooting skills across macOS and cloud-based business tools.
• Ability to work independently and proactively to identify solutions.
• Takes a thoughtful approach to problem-solving, focusing on long-term solutions rather than quick fixes.
• Excellent communication and organizational skills; able to clearly convey technical information to both technical and non-technical stakeholders.
• Experience supporting A/V and conference room systems (Zoom Rooms).
• Demonstrated ownership mindset and a proactive approach to problem-solving.
• Strong knowledge of networking troubleshooting.
• Experience with enterprise IT platforms such as Fleet, Okta, Atlassian, Google Workspace, and Slack.
• Comfortable lifting up to 20kg.
• Ability to travel within North America and Europe as needed, and to adjust work hours occasionally to support international collaboration.

Salary Range

Kitchener-Waterloo: the pay range for this role is $76,500 CAD to $105,000 CAD per year.

This role will also be eligible for equity and benefits. Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands, and primary work location. The base pay range provided is subject to change and may be modified in the future.

Effective January 2025, Faire employees will be expected to go into the office 2 days per week on Tuesdays and Thursdays. Additionally, hybrid in-office roles will have the flexibility to work remotely up to 4 weeks per year. Specific Workplace and Information Technology positions may require onsite attendance 5 days per week as will be indicated in the job posting. 

Applications for this position will be accepted for a minimum of 30 days from the posting date.

Why you’ll love working at Faire

• We are entrepreneurs: Faire is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower entrepreneurs to chase their dreams. Every member of our team is taking part in the founding process.
• We are using technology and data to level the playing field: We are leveraging the power of product innovation and machine learning to connect brands and boutiques from all over the world, building a growing community of more than 350,000 small business owners.
• We build products our customers love: Everything we do is ultimately in the service of helping our customers grow their business because our goal is to grow the pie - not steal a piece from it. Running a small business is hard work, but using Faire makes it easy.
• We are curious and resourceful: Inquisitive by default, we explore every possibility, test every assumption, and develop creative solutions to the challenges at hand. We lead with curiosity and data in our decision making, and reason from a first principles mentality.

Faire was founded in 2017 by a team of early product and engineering leads from Square. We’re backed by some of the top investors in retail and tech including: Y Combinator, Lightspeed Venture Partners, Forerunner Ventures, Khosla Ventures, Sequoia Capital, Founders Fund, and DST Global. We have headquarters in San Francisco and Kitchener-Waterloo, and a global employee presence across offices in Toronto, London, and New York. To learn more about Faire and our customers, you can read more on our blog.

Faire provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.

Faire is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Accommodations are available throughout the recruitment process and applicants with a disability may request to be accommodated throughout the recruitment process. We will work with all applicants to accommodate their individual accessibility needs.  To request reasonable accommodation, please fill out our Accommodation Request Form (https://bit.ly/faire-form)