IT Support Manager

About Us

At Félix, we're building the financial ecosystem for Latin immigrants in the U.S., starting with a revolution in remittances. Our core product is an AI-powered chatbot built on WhatsApp, allowing our users to send money home as easily as sending a text message. We leverage cutting-edge technology like AI, blockchain, and stablecoins to make cross-border payments faster, more affordable, and more accessible than ever before.

We are a hyper-growth Series B company, backed by over $100 million in funding from top-tier global investors, including QED, Castle Island, Switch Ventures, HTwenty, Monashees, and General Catalyst Customer Value Fund. This isn't just about the numbers; it's a testament to the trust our investors have in our vision and our team. Additionally, Félix was selected as an “Endeavour Entrepreneur” and was a recipient of the CrossTech Fintech Startups Award. We are a group of extremely talented and dedicated high-performers, united by our shared obsession with a single goal: empowering our customers. We are all owners of Félix, driven by a bias for action and a true experimentation spirit to get shit done with urgency and focus.

Joining Félix means you will be part of a team building a legacy, a company that will outlive us all. This is a rare opportunity to apply your skills to a deeply meaningful mission—serving a community that has been underserved for too long. We are a team that is fiercely loyal to each other, where radical transparency and constructive feedback are how we grow and push for excellence. We are bold, we care less about what others are doing, and more about creating sustainable value and a product that truly makes our users' lives better. We are building the future, today.

About The Role

As the IT Support Manager, you will be the architect and guardian of our internal technical operations. In a fully remote and fast-scaling environment, your mission is to ensure that our distributed team—primarily on Mac with some Windows—has the tools, security, and support they need to perform at their best without friction.

This isn't just a troubleshooting role; it's an ownership role. You will lead our IT infrastructure, from high-level user provisioning and security compliance to the fine-tuned execution of onboarding and offboarding processes. You will be responsible for scaling our IT protocols as we grow, ensuring that our systems (Rippling, Google Workspace) remain secure, compliant, and efficient. We are looking for a proactive leader who thrives on diverse technical challenges and takes pride in building a seamless remote-first employee experience.

Responsibilities

• Strategic IT Infrastructure: Own and optimize our internal IT ecosystem. Lead the management of Google Workspace (IDP) and Rippling (MDM) to ensure a scalable and secure technical foundation.
• Onboarding & Offboarding Lifecycle: Lead the end-to-end technical lifecycle for all team members globally. Ensure new hires have a "magical" day-one experience and manage secure, efficient de-provisioning for offboarding.
• Security & Compliance Oversight: Monitor antivirus alerts and oversee device compliance. Ensure our distributed fleet is always up-to-date, encrypted, and protected against evolving threats.
• Operational Excellence: Manage our internal ticketing system, ensuring high-speed resolution and high satisfaction across the organization.
• Global Device Management: Oversee the procurement, provisioning, and maintenance of our hardware fleet (Mac & Windows), ensuring high reliability and performance for a remote-first workforce.
• Documentation & Governance: Create and maintain robust documentation of IT procedures, security protocols, and troubleshooting guides to empower a self-service culture where possible.
  
  

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Requirements

• Proven Leadership: 6+ years of experience in IT support or IT management, specifically within high-growth, remote, or distributed tech environments.
• Platform Expertise: Advanced proficiency in managing MacOS and Windows environments at scale.
• Tooling Mastery: Deep experience with Google Workspace as an Identity Provider (IDP) and Rippling (or similar MDM solutions).
• Security-First Mindset: Solid understanding of cybersecurity best practices, antivirus monitoring, and remote device encryption/compliance.
• Problem Solving: Exceptional ability to diagnose and resolve complex hardware and software issues across various platforms under pressure.
• Service Excellence: Strong communication and interpersonal skills. You view IT support as an internal product and your colleagues as your customers.
• Highly Organized: Capable of prioritizing multiple workstreams, managing vendors, and documenting processes with meticulous detail.
• Preferred Certifications: CompTIA A+, Google IT Support Professional Certificate, or similar industry-standard IT certifications.
• Fluent in English & Spanish.
• These are the applicable requisites, although equivalent competencies in any of the above will also be considered.
  
  

What We Offer

• Competitive salary
• Initial stock options grant
• Annual performance bonus
• Health, dental, and vision plans
• Remote work environment, although we have offices in Miami and México City and would love to work in hybrid model if you are up to it.
• Continuous learning opportunities
• Unlimited PTO
• Paid parental leave
• Empowering opportunities for growth in a dynamic entrepreneurial environment
  
  

Equal Opportunity Employer

At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.

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