Support Engineer

About TraceAir

Founded in 2015, TraceAir helps land developers and builders make smarter decisions through drone-based 3D mapping, geospatial analytics, and automation.

We are a fully distributed company of 200+ people working across the US and Europe, united by our engineering culture of pragmatism, ownership, and technical excellence.

About the Role

As a Support Engineer, you’ll be part of TraceAir’s internal IT Support team.

You’ll ensure smooth day-to-day operations for our teams worldwide, manage user accounts and access, assist with onboarding, troubleshoot technical issues, and maintain internal systems - both hardware and cloud-based.

This role combines hands-on IT support with modern cloud administration and light automation work.

Key Responsibilities

Technical Support & Infrastructure

• Diagnose and resolve hardware and software issues (Windows / macOS / Linux).

• If working from an office: Manage and maintain local infrastructure (Wi-Fi, printers, routers, IP cameras, NAS, etc.).

• If working from an office: Monitor and maintain office hardware; coordinate with vendors for repairs or replacements.

• Ensure proper configuration and updates for workstations, antivirus, and VPN systems.

• Provide technical guidance and support to internal users across multiple regions.
  

Сloud & Systems Administration

• Administer Google Workspace, SSO integrations, and SaaS tools (Airtable, Asana, etc.).

• Support and troubleshoot AWS resources (IAM, EC2, S3, Lambda, Kubernetes).

• Create and maintain automation scripts using PowerShell, Bash, or Python.

Internal Support & Processes

• Handle employee onboarding and offboarding (account creation, permissions, access control).

• Support internal teams (GIS, Operations, Customer Success, and Engineering) with system-related issues.

• Respond to incidents, including those related to security and access management.

• Maintain internal IT documentation and contribute to improving support processes.

Experience

• 2+ years of experience in IT support, system administration, or IT operations.

• Strong troubleshooting skills across hardware, networks, and operating systems.

• Basic understanding of AWS, Linux, and Google Workspace administration.

• Hands-on experience with scripting and automation (PowerShell / Bash / Python).

• Familiarity with IT security principles (2FA, VPN, access control, patch management).

Communication & Soft Skills

• Excellent communication and problem-solving skills.

• Proactive, self-driven, and comfortable working in a distributed environment.

• English – Upper Intermediate (B2) or higher.

• Russian – Fluent, because part of the team communicates in Russian.

Nice to Have

• Experience supporting distributed or international teams.

• Familiarity with Airtable automations or Google Apps Script.

• Experience with Asana, Slack, or Telegram integrations.

• Background in process automation or internal IT tools development.

What We Offer

• Fully distributed international team.

• Flexible schedule and high autonomy.

• Private health insurance and unlimited paid time off.

• Access to corporate English lessons, wellness programs, and mental health support.

• Opportunity to shape IT support culture in a fast-growing, high-performance tech company.

Examples of Typical Tasks

• Set up accounts and access rights for a new hire in Google Workspace, Asana, and Airtable.

• If working from an office: Diagnose and resolve issues with local network or office equipment (e.g., Wi-Fi, printers).

• Automate an IT routine process with a PowerShell or Python script.

• Investigate login or permission issues related to Google SSO or AWS IAM.

• Assist the GIS or Operations team with a technical issue affecting their workflow.

• Prepare and configure laptops for new employees (locally or remotely shipped).