IT Support Technician at Faire

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 on-site IT Support Technician to join our IT team in Waterloo. Most of your day will be spent helping employees by working through the ticket queue, helping unblock employees when they run into technical issues, and supporting internal events - all with clear communication, solid troubleshooting, and reliable follow-through.

Beyond the daily support work, we’re looking for someone who can take on small projects and unclear tasks without needing step-by-step direction. You should be comfortable identifying improvements, finding ways to reduce repetitive work, and handling one-off technical issues. This role includes both regular in-person support and opportunities to improve how our team works.

What you’ll do

Daily Support

Work in the Jira ticket queue throughout the day, handling tickets with strong communication and ownership

Support employees with MacOS, SaaS tools, account access, and general troubleshooting

Troubleshoot issues with devices, the network, Zoom rooms, etc. partnering with IT Engineering to implement solutions.

Communicate clearly with employees through Slack, Zoom, Jira, and in person

Event Support

Support internal events such as Makers Faire, including planning, setup, equipment testing, and day-of assistance

Make sure event spaces, A/V setups, and demo stations are working properly

Project & Improvement Work

Take on ambiguous tasks and work independently to deliver high-quality results

Look for ways to simplify, improve, or automate repetitive support tasks

Update and create documentation in Notion to make processes clearer for the team
Help solve unexpected or unusual technical problems and become someone the team can rely on in those moments

Qualifications

2+ years of experience in an IT Support, Help Desk, or deskside role

Experience supporting MacOS, SaaS applications, and basic A/V setups

Strong troubleshooting skills and the ability to solve issues independently

Comfortable using tools such as Jira, Slack, Zoom, Notion, and FleetDM

Clear written and verbal communication

Organized and able to manage multiple tasks at once

Comfortable working in the office and handling hands-on support needs

Self-starter who can take initiative and run with tasks

Interest in automation or improving workflows

Experience assisting with company events

Curiosity about new tools and ways to make IT support more efficient

Must be able to travel internationally. 1 to 2 times per year.

Salary Range

Canada: the pay range for this role is $76,500 to $105,000 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.

Faire uses Artificial Intelligence (AI) to screen and select applicants for this position.

This job posting is for an existing vacancy.

Hybrid Faire employees currently go into the office 3 days per week on Tuesdays, Thursdays, and a third flex day of their choosing (Monday, Wednesday, or Friday). 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)

Privacy

For information about the type of personal data Faire collects from applicants, as well as your choices regarding the data collected about you, please visit Faire’s Privacy Notice (https://www.faire.com/privacy)

IT Support Technician

Job Description

Daily Support

Event Support