Big Ideas. Real People.

At Orca, in the right environment and with the right team, talent has no boundaries. This team spirit, together with our drive to always aim high, has quickly earned us unicorn status and turned us into a global cloud security innovation leader. So if you’re ready to join an amazing team of people who inspire each other every day, now is the time to find your place in our pod.

We’re looking for driven and talented people like you to join our R&D team and our mission to change the future of cloud security. Ready to dive in and swim with our pod?

Highlights

• High-growth: Over the past six years, we’ve consistently achieved milestones that take other companies a decade or more. During this time, we’ve significantly grown our employee base, expanded our customer reach, and rapidly advanced our product capabilities.
• Disruptive innovation: Our founders saw that traditional security didn’t work for the cloud—so they set out to carve a new path. We’re relentless pioneers who invented agentless technology and continue to be the most comprehensive and innovative cloud security company.
• Well-capitalized: With a valuation of $1.8 billion, Orca is a cybersecurity unicorn dominating the cloud security space. We’re backed by an impressive team of investors such as Capital G, ICONIQ, GGV, and SVCI, a syndicate of CISOs who invest their own money after conducting their due diligence.
• Respectful and transparent culture: Our executives pride themselves on being accessible to everyone and believe in sharing knowledge with the employees. Each employee has a place in shaping the future of our industry

About the role

We are seeking a skilled and charismatic employee-focused L1/L2 Helpdesk Engineer to provide technical support and troubleshooting services to end-users. This role is responsible for resolving IT issues, managing service requests, and escalating complex problems when necessary. The ideal candidate will have strong technical knowledge, excellent communication skills, passion and can do attitude for providing high-quality IT support.

On a typical day you'll:

• Serve as the first point of contact for IT support via slack, email, ticketing system or in office.
• Diagnose and resolve Level 1 and Level 2 technical issues related to hardware, software, networks, and user accounts.
• Provide support for Windows/macOS operating systems, Jumpcloud IDP, Google workspace, Slack, Jira, and common business applications.
• Assist users with troubleshooting Wi-Fi, printers, and email issues (Gmail).
• Onboard and Offboard employees, hardware and software.
• Create and maintain detailed documentation of technical issues and resolutions.
• Escalate unresolved technical problems to higher-level IT teams when necessary.
• Support onboarding and offboarding of employees, including user account setup and access provisioning.
• Maintain and update IT asset inventory and documentation.
• Follow IT policies, security protocols, and compliance requirements.
• Educate users on IT best practices and provide training when needed.

About you:

• At least 2 years of experience in IT helpdesk or technical support roles.
• Strong troubleshooting skills for Windows/macOS, Google Workspace, and networking fundamentals.
• Experience with device management, user management, and access controls using a corporate IDP and MDM
• Familiarity with ticketing systems (Jira Service Management).
• Basic knowledge of networking concepts such as DNS, DHCP, and VPN.
• Excellent problem-solving, communication, and customer service skills.
• Ability to work independently and in a team environment.
• Strong attention to detail and documentation skills.
• High English proficiency

Preferred Qualifications:

• IT certifications such as CompTIA A+, ITIL Foundation, IT products and cloud certifications.
• Knowledge of security best practices and endpoint protection tools.
• Experience supporting enterprise applications and cloud platforms.

Apps you should know:

• Google Workspace administration
• IDP: JumpCloud or similar (OKTA, Azure, etc)
• MDM:Jumpcloud or similar (JAMF, Kandji, Azure, etc)
• Slack
• Atlassian (Jira,Confluence)
• Zoom