Member of Enterprise Technology, IT Support

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.

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. :)