Senior Saas Customer Support Jobs (NOW HIRING)

WE HAVE CREATED A WORLD WHERE ART AND SCIENCE ARE BEST FRIENDS

Known is a modern marketing company engineered for the unprecedented opportunities and challenges facing marketers today. We are about 200+ people strong, pairing PhD data scientists with award-winning creatives, strategists, engineers and expert research teams to produce some of the most innovative and cutting-edge creative work in culture. We believe that when creative truly collaborates with science, strategy, and technology, amazing things can happen. 

Ad Age touted that "Known may be the ultimate example of a full-service agency," and honored us with two prestigious recognitions this year: #3 on The A-List as one of the top agencies in the world, and Ad Age's Data & Insights Agency of the year for the second year in a row. Without our incredible partnerships with our clients, spanning across the leading brands in finance, technology, entertainment, media, CPG, real estate, and many other categories, honors like this could not be possible, and also have helped us earn additional awards and recognitions over the years like: Emmys, Clios Entertainment and Sports Awards, Effies, Cannes Lions Awards, ProMax Agency of the Year, and Digiday's Most Innovative Media Agency to name a few.

We couldn't create this award-winning work without seeking out and hiring the best talent. What does it mean to be a Knowner? We are curious innovators, knowledge-hunters who are constantly challenging ourselves to do better and be better for our clients, for our team and for our world at large. 

BUT ENOUGH ABOUT US, LET'S TALK ABOUT YOU

We are hiring a Workplace Technology/SaaS Engineer to own our Atlassian environment and run the SaaS and identity platforms our employees depend on every day. Jira Service Management sits at the center of this role. You will design, build, and maintain the service desks, workflows, and automation that route work across the company, and you will manage the identity layer in Entra ID that controls who gets access to what.

This is a hands-on engineering role. You will spend your time configuring platforms, writing automation, implementing AI, and improving how systems connect to each other. You report into the Workplace Technology team and work closely with IT, Infrastructure and Security, and the business teams who rely on these tools. If you like building systems that quietly work and freeing people from repetitive tasks and tickets, you will fit here.

WHAT YOU'LL DO

• Administer the full Atlassian suite with a primary focus on Jira Service Management: build and maintain service desks, request types, queues, SLAs, automation rules, and approval workflows.
• Design JSM workflows that match how teams actually work, and reduce manual steps through automation rather than adding processes.
• Own Entra ID administration: manage users, groups, conditional access policies, app registrations, and role assignments.
• Administer the company SaaS stack, including Slack, Google Workspace, Microsoft 365, Jamf, Zoom, and Lumos.
• Build automations that connect systems using tools like N8N and AI such as Claude, so routine requests resolve without a human touching them.
• Manage joiner, mover, and leaver processes end to end, making sure provisioning and deprovisioning happen on time and access stays clean.
• Partner with Security on access reviews, least-privilege enforcement, and audit readiness.
• Write and maintain documentation for the systems you own so the team can support them.
• Track and resolve platform issues, and improve reliability over time.

WHO YOU ARE AND WHAT YOU HAVE

• 5+ years administering the Atlassian suite, with deep hands-on experience in Jira Service Management (service desk setup, complex workflows, SLAs, and automation).
• Strong Entra ID administration experience: conditional access, groups, app registrations, and identity governance.
• Strong knowledge of SCIM provisioning and how identity flows into SaaS applications.
• Experience administering several of the following: Slack, Google Workspace, Microsoft 365, Jamf, Zoom, Lumos.
• Comfort building automation. Experience with N8N, scripting, or AI tools like Claude is a strong plus.
• Strong documentation skills
• Support for both macOS and Windows environments.
• Familiarity with ITIL practices and Agile project management.
• A bias toward automating repetitive work instead of doing it by hand.

 NICE TO HAVE

• Atlassian certifications (ACP) or Microsoft identity certifications (SC-300).
• Experience scaling SaaS operations at a growing company.
• History of replacing manual access processes with automated provisioning.

ADDITIONAL INFORMATION

• Hybrid 3 days/week in NYC Office

SOME OF OUR PERKS

• Unlimited paid time off
• 401k with company matching and no vesting period
• Annual bonuses
• Generous medical plan
• Paid parental leave

ONE LAST THING TO ASK YOURSELF

All this might sound great, but you're probably still wondering, "Would I be a good fit for Known?" or "Would Known be a good fit for me?" Our culture is propped up by four values that we aspire to every day: We are one team. We see the good. We never stop learning. There's always a better way. At Known we are setting out to build something more than just a company. We are building a legacy filled with exceptionally talented people with a kaleidoscope of backgrounds, experiences, and origin stories who feel encouraged and empowered to bring their whole selves to work, and to partner with us in molding and shaping our culture through our values.

Known is an equal opportunity employer and does not discriminate against employees or qualified job applicants on the basis of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or locally protected class.

The base salary for this position is $130k-$150k.

This range is posted in compliance with state and municipal Pay Transparency laws. In addition to base compensation, this role is eligible to receive additional Known benefits.

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