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Member of Enterprise Technology, IT Support
United States
Engineering – Corporate Engineering /
Full-Time - Remote /
Remote
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At Anchorage Digital, we are building the world’s most advanced digital asset platform for institutions to participate in crypto.
Anchorage Digital is a crypto platform that enables institutions to participate in digital assets through custody, staking, trading, governance, settlement, and the industry's leading security infrastructure. Home to Anchorage Digital Bank N.A., the first federally chartered crypto bank in the U.S., Anchorage Digital also serves institutions through Anchorage Digital Singapore, Porto by Anchorage Digital, and other offerings.
The company is funded by leading institutions including Andreessen Horowitz, GIC, Goldman Sachs, KKR, and Visa, with its Series D valuation over $3 billion. Founded in 2017 in San Francisco, California, Anchorage Digital has offices in New York, New York; Porto, Portugal; Singapore; and Sioux Falls, South Dakota. Learn more at anchorage.com, on X @Anchorage, and on LinkedIn.Â
We're looking for a Member of Enterprise Technology, IT Support who doesn't just close tickets but actively makes our technology experience better. You'll be the first human point of contact for employees navigating our enterprise systems, solving problems quickly while identifying patterns that lead to lasting improvements. This isn't a role where you're stuck in a queue with no autonomy. You'll work directly with our Corporate Engineering team to automate repetitive work, build better documentation using AI tools, and contribute to projects that eliminate entire categories of support requests. If you have a bias for action and want to work somewhere that values making things better over just keeping the lights on, this role will give you the platform to do it.
Overview of responsibilities, ownership, and expertise:
Technical Skills:
- Drive resolution of support tickets across enterprise systems including Google Workspace, Slack, and internal tools, maintaining high user satisfaction and quick response times
- Build user-friendly and AI-friendly documentation and knowledge base articles, leveraging AI tools to improve clarity and accessibility of IT resources
Complexity and Impact of Work:
- Lead troubleshooting efforts for escalated technical issues, working independently to diagnose root causes and implement solutions
- Manage light automation projects and system configuration tasks that improve operational efficiency and reduce manual work
Organizational Knowledge:
- Collaborate with Engineers on automation initiatives, audit requests, and system improvements, providing frontline insights on user pain points
- Deliver audit evidence and system documentation to support CISO team compliance requirements
Communication and Influence:
- Listen to user issues with empathy and patience, understanding both the technical problem and business impact to prioritize effectively
- Contribute process improvements and documentation enhancements that make IT support more efficient and user-friendly
You may be a fit for this role if you have:
- 2+ years of experience in IT support, helpdesk, or technical operations with demonstrated ability to troubleshoot and resolve user issues independently
- Strong customer service orientation with excellent written and verbal communication skills for both technical and non-technical audiences
- Hands-on experience with enterprise tools such as Google Workspace, Slack, Jira, Kandji, or similar SaaS platforms
- Initiative to identify and implement process improvements, whether through documentation, lightweight automation, or workflow optimization
- Bias for action with ability to work independently, prioritize competing requests, and maintain composure during high-volume periods
Although not a requirement, bonus points if:
- Experience with Jira, Linear, or other ticketing systems including basic workflow configuration
- Familiarity with AI tools (ChatGPT, Claude, etc.) for documentation creation or user support
- Basic scripting knowledge (Python, JavaScript, etc.) or experience with no-code automation platforms
- Knowledge of MDM platforms (Jamf, Kandji), hardware provisioning, or physical office IT setup
- Previous work in fintech, crypto, or highly regulated industries
- You were emotionally moved by the soundtrack to Hamilton, which chronicles the founding of a new financial system. :)
About Anchorage Digital: Who we are
The Anchorage Village, what we call our team, brings together the brightest minds from platform security, financial services, and distributed ledger technology to provide the building blocks that empower institutions to safely participate in the evolving digital asset ecosystem. As a diverse team of more than 600 members, we are united in one common goal: building the future of finance by providing the foundation upon which value moves safely in the new global economy.Â
Anchorage Digital is committed to being a welcoming and inclusive workplace for everyone, and we are intentional about making sure people feel respected, supported, and connected at work—regardless of who you are or where you come from. We value and celebrate our differences and we believe being open about who we are allows us to do the best work of our lives.
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Anchorage Digital is an Equal Opportunity Employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. Anchorage Digital considers qualified applicants regardless of criminal histories, consistent with other legal requirements. “Anchorage Digital” refers to services that are offered either through Anchorage Digital Bank National Association, an OCC-chartered national trust bank, or Anchorage Lending CA, LLC a finance lender licensed by the California Department of Financial Protection and Innovation, License No. 60DBO-11976, or Anchorage Digital Singapore Pte Ltd, a Singapore private limited company, all wholly-owned subsidiaries of Anchor Labs, Inc., a Delaware corporation.
Protecting your privacy rights is important to Anchorage Digital, and we work to maintain the trust and confidence of our clients when handling personal or financial information. Please see our privacy policy notices here.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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What is the role of a customer support?
A customer support role would typically involve assisting customers with any issues or questions they have about the web3 platform or any of the decentralized applications (dApps) that run on it
This could include helping users navigate the platform, troubleshooting any technical issues they might be experiencing, and providing guidance on how to use specific dApps or features
The specific responsibilities of a customer support role in web3 would depend on the organization they are working for and the specific needs of their customers.