IT Support Analyst

About Us

At Hiya, we’re revolutionizing voice communication. Our mission is to modernize voice with intelligence for security and productivity

Since 2015, when we introduced the first mobile caller ID and spam-blocking apps, we’ve been at the forefront of voice intelligence innovation. In 2016, we partnered with Samsung and AT&T to launch Hiya Protect, the first network-based spam-blocking solution. In 2019, we introduced Hiya Connect, a branded call SaaS platform that helps businesses reach more customers by phone.

Today, our Voice Intelligence Platform supports over 500 million users globally. By using adaptive AI and audio intelligence, it delivers smarter, safer, and more productive voice calls across networks, apps, and devices. Our network & solution partners have grown to include British Telecom, EE, Virgin Media O2, Ericsson, Rogers, Bell Canada, MasMovil, Telenor, FICO, Twilio, and more.

About the Position

The IT Support Specialist is an individual contributor role focused on delivering reliable, high-quality IT support for employees across Seattle and remote teams in North America. This role is responsible for day-to-day IT operations including end-user support, device management, identity and access administration, and SaaS tooling.

In addition to core IT responsibilities, this role supports the company’s security and compliance efforts by assisting with SOC 2 and ISO 27001 audits. You will partner with Security and Coretech teams to collect and validate audit evidence, support control testing, and help ensure our internal systems meet security best practices. This role is ideal for someone who wants to excel in a foundational IT support position, spending most of their time supporting employees through core IT operations while gaining thoughtful, practical exposure to security and compliance initiatives.

What You’ll Do

Core IT Support & Operations

• Provide first- and second-line IT support for Seattle-based and remote employees

• Manage device setup, configuration, maintenance, and troubleshooting for macOS and Windows devices

• Administer identity and access management through Okta (user lifecycle, MFA, access requests)

• Support Google Workspace, Slack, Zoom, Atlassian, GitHub, and AI tools

• Assist with onboarding, offboarding, and role changes

• Support SaaS license management and inventory tracking

• Document processes and continuously improve IT workflows

• Collaborate with global IT and cross-functional teams

Security & Compliance Support

• Assist with annual SOC 2 and ISO 27001 audit cycles

• Collect, organize, and validate audit evidence from systems such as Okta, Jamf, Google Workspace, AWS, and other cloud platforms

• Support periodic control testing and playbook validation

• Monitor and escalate security-related alerts and issues in partnership with Security

• Help ensure security controls and IT best practices are consistently applied

How You’ll Spend Your Time

• 50–60%: Day-to-day IT support and operations (end-user support, device management, access requests, SaaS administration)

• 30–40%: Security, compliance, and audit support (SOC 2, ISO 27001 evidence collection, control validation, security tooling support)

• The exact balance may shift by quarter depending on audit cycles and company priorities

Qualities that will make you successful:

• Strong IT support fundamentals and comfort handling day-to-day operational work

• Interest in security and compliance, with an understanding of how to apply basic cybersecurity hygiene in daily IT operations, including principles like least privilege and secure access management.

• Comfortable working with automation, scripting, or security tools to streamline evidence gathering and validation.

• Organized and methodical, especially when handling documentation and evidence

• Analytical and resourceful when navigating technical systems to solve problems

• Comfortable working with both technical and non-technical stakeholders

• Clear communicator who sets expectations and follows through

• Curious, collaborative, and motivated by improving internal systems

The person in this role must embody Hiya’s key values of Serving our customers, Doing rather than observing, Improving ourselves and our business, Owning and holding ourselves accountable for success, and Leading by showing up with a point of view, engaging in open discussion, listening respectfully to others opinions and committing to decisions.

The requirements listed in the job descriptions are guidelines. You don’t have to satisfy every requirement or meet every qualification listed. If your skills are transferable we would still love to hear from you.

More Details

The base compensation for this role is between $45,000 - $81,000. When determining compensation, a number of factors will be considered: skills, experience, job scope, location, and competitive compensation market data.

• Start Date: Immediately

• Status: Full-time

• Type: Hybrid

• Location: Seattle, WA

• Travel Requirements:

• Department: Engineering

• Reports to: IT Support Manager

• Direct Reports: No

Benefits

• Equity compensation

• 401K program with 3% match through Fidelity Investments

• Self managed vacation plan

• Paid Holidays

• Medical, dental, and vision for the employee and 50% coverage for dependents

• Flexible spending, health savings accounts and Pretax dependent day care savings plan

• Paid parental leave

• Voluntary Life and AD&D, and Accident insurance options

• Employer-paid life insurance

• Employer-paid long-term disability coverage (in qualifying states)

• Donation Matching for a charity of your choice (up to $1,000/ year)

• $1,000/year reimbursement in Professional Development funds

This position is based in Seattle, WA, USA.

We are building a team with a variety of perspectives, identities, and professional experiences. We evaluate great candidates through a business lens and we strongly believe that diversity and unique perspectives make our company stronger, more dynamic, and a great place to build a career.

Our team has won various awards over the last 4 years from Built-in Seattle and Seattle Business Week to #86 on Deloitte Technology Fast 500 and Forbes #1 Startup Employer. Here at Hiya, we are a people-centric company focused on helping each and every one of our employees grow both personally and professionally. We feel that creating a team culture of support and empowerment to challenge the status quo results in an energized and passionate team that is continuously challenged and passionate about the work they are doing. You'll love working here if you are looking for an innovative challenge that is disrupting an industry. Come join us!