IT and Technical Support Specialist

About us

Fourthwall gives creators the freedom to focus on their work. Over 200,000 creators use it to power their shops and memberships. We enable creators (such as YouTubers, Instagrammers, Podcasters, etc.) with a sizable online audience to earn money by opening beautiful, fully customized online shops where they can sell merchandise, accept donations, and offer memberships.

Our mission is to make the money-making side of content creation easy, allowing creators to focus on what matters: creating great content and interacting with their fans.

Our culture is built around putting our customers, the creators, first. If you are talented, hardworking, and love helping others, we would love to talk to you about joining our team!

The Role

This role has two halves, and they are far more alike than they sound.

One half is internal. You’ll own the systems our own team depends on every day: Google Workspace, Slack, Google Drive, 1Password, device management, and the Vanta checks that feed our SOC 2 audit. The other half is external. You’ll take the escalated technical issues that first-line support can’t resolve, and dig until you find what’s actually wrong with a creator’s shop.

In both directions the work is the same loop. Something is behaving wrong. You reproduce it, work out whether it’s configuration, permissions, an integration, or a genuine bug, and either fix it or hand it to engineering with enough detail that nobody has to start over. Then you write it down so the second time is cheaper. Whether the system belongs to a colleague or to a creator turns out to be a detail.

We’ll be straight with you about the balance. For roughly the first six months this role leans internal, because our SOC 2 audit has a date and the device and access work has to be right before it arrives. As that settles, you’ll take on more escalated creator work. If you’re not yet sure whether you want to end up deep in IT or deep in platform support, this is an unusually good place to find out.

This role is based in our Poznań office on a hybrid basis, with an expectation of being in the office at least 2-4 days per week.

What you’ll do

• Own our internal tooling. Google Workspace, Slack, Google Drive, 1Password and the rest of our SaaS stack: accounts, groups, permissions, and the joiner-mover-leaver work that keeps all of it tidy.
• Keep the device fleet compliant. Device management and Vanta checks: monitoring enabled, disk encryption on, OS up to date. When something shows red, you chase the person until it’s green. This is direct SOC 2 audit evidence, so it has a deadline and it matters.
• Run access and identity in both directions. Provisioning, SSO, VPN and shared credentials internally, and the same concepts pointed outward when a creator’s integration fails on OAuth, API keys, or expired sessions.
• Take escalated creator issues. Zendesk tickets that first-line couldn’t close. You investigate using logs, admin tooling, and actual system behaviour rather than the symptom report.
• Write escalations engineering can act on. Structured bug reports in Jira with enough technical detail that nobody has to reproduce your work before they can start.
• Stay the point of contact. Internally and externally, you own the follow-up until the thing is genuinely done, not until the ticket is closed.
• Document as you go. Internal runbooks and creator-facing support docs. The second person to hit a problem should have an easier time than you did.
• Watch for abuse. Monitor shops for potential fraud and flag policy violations.
• Use AI tools to make all of the above faster.

What we’re looking for

• 2–4 years in IT support, technical support, or systems administration, ideally somewhere you handled both internal colleagues and external customers
• Hands-on administration of at least some of: Google Workspace or Microsoft 365, Slack, 1Password or a comparable password manager, MDM (Jamf, Intune, Kandji), an SSO or identity provider
• Excellent written English: clear, calm, and helpful. You’ll be writing to colleagues and to creators, often about things that have gone wrong.
• Comfortable reading logs and testing APIs to diagnose issues (Postman, Swagger/OpenAPI)
• Understanding of authentication vs. authorization concepts (OAuth2, API keys, session keys, cookies)
• Working knowledge of DNS, CDN, and caching behavior
• Basic HTML/CSS/JS and DOM literacy, useful for diagnosing storefront issues
• Strong analytical and problem-solving skills, and the ability to replicate an issue and document it precisely
• Experience with Zendesk, Jira, or similar platforms
• Highly organized, curious, and proactive
• You approach problems with an AI-first mindset, safely using tools to solve or simplify tasks, such as using tools like Zapier, N8N, or similar
• Comfortable handling access requests and device compliance data responsibly. This role touches accounts, permissions, and audit evidence, so we need someone who takes that seriously and knows when to ask before acting.
• Willing to chase people politely but persistently. A lot of compliance work is simply following up until something is actually done.

Bonus points

• Hands-on experience with Vanta, Drata, or another compliance automation platform
• Exposure to SOC 2, ISO 27001, or another audit process, from any angle
• Familiarity with observability tools (Grafana, Elasticsearch, Kibana, or Loki)
• Scripting experience (e.g. Python), especially automating work across SaaS APIs
• You’ve run an online shop, or supported creators, merchants, or small business owners
• An interest in security. We run a vulnerability disclosure programme, and there’s room to get involved if that appeals.

The Benefits

• Salary 8,000.00-12,000.00 PLN monthly (B2B or Employment Contract)
• Equity in our US-based company
• Cooperation with our engineers, who are happy to share and help you develop technical skills
• Room to specialize: this role can grow toward IT and security, or toward platform and product support

Join Us

This is a great role for someone curious about how things work, who loves solving problems, and communicates clearly with technical and non-technical audiences. If that sounds like you, we’re waiting for your application.

Please remember to send your CV as a PDF. In your cover letter, we’d like to hear about your recent experiences with AI that have supported your work. Also, be sure to include your salary expectations in your message to us.

We are an equal-opportunity employer. We value a diverse workforce and an inclusive culture. We encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, disability, and veteran status.

Just so you know, if you meet most but not all of our requirements, we still encourage you to apply. We value potential and attitude as much as experience.

The Interview Process

We front-load the practical work, so you’ll know what the job actually feels like before we ask you for much of your time.

1. CV review
2. A short video about Fourthwall, so you know who you’d be working for
3. One practical exercise in two parts — internal IT triage and a creator escalation — done remotely at a time you choose (about 2 hours in total)
4. Our team reviews your work
5. Review call (45 minutes)