Senior Engineer - Enterprise Systems Support

Who We Are

Cross River builds the infrastructure behind the world’s most innovative financial products. Our technology and capital solutions power payments, cards, lending, and digital asset capabilities that move money safely, instantly, and inclusively — trusted by leading fintechs, enterprises, and disruptors across the globe.

Our mission is simple: to build the financial infrastructure that expands access and opportunity for all. Guided by a culture of collaboration, curiosity, and purpose, Cross River has been named one of American Banker’s Best Places to Work in Fintech year after year. Whether you’re designing code, solving regulatory puzzles, or developing strategy, you’ll join a team where innovation and integrity drive everything we do — and where your work helps shape the future of finance.

What We're Looking For

The Senior Engineer, IT Support serves as a trusted technology partner for executive leadership, delivering white-glove support to C-suite executives, senior leaders, and their administrative teams. This role is responsible for ensuring a seamless technology experience across endpoint devices, collaboration platforms, mobile technologies, and executive meeting environments. This role will also have the opportunity to drive automation initiatives across the IT organization using emerging AI technologies and scripting, including Claude Code and agentic AI solutions.

The ideal candidate possesses strong technical expertise across Windows 11, macOS, Microsoft 365, iOS, and Android platforms, coupled with exceptional customer service and communication skills. They proactively solve complex technical challenges, maintain a high degree of professionalism and discretion, and build trusted relationships with senior stakeholders.

In addition to executive support responsibilities, this role participates in project-based work through sprint planning and backlog initiatives, contributing to endpoint management, automation, platform modernization, and continuous service improvements.

Key Responsibilities:

Executive & VIP Support

• Provide white-glove technical support for C-suite executives, senior leadership, and Executive Assistants
• Act as a single point of contact for executive technology issues and service requests
• Deliver rapid diagnosis and resolution of hardware, software, mobile, conferencing, and collaboration issues
• Support executive travel, remote work, home office setups, and business-critical events
• Maintain confidentiality and discretion while handling sensitive executive information

End User Computing Support

• Support and troubleshoot:
• Windows 11
• macOS
• Microsoft 365 applications and services
• Teams, OneDrive, SharePoint, Outlook
• iOS and Android devices
• AV and conference room technologies
• Manage device provisioning, upgrades, refreshes, and lifecycle activities
• Assist with endpoint security, patching, and compliance standards

Customer Service Excellence

• Deliver a high-quality customer experience through professionalism, empathy, and effective communication
• Demonstrate active listening skills when interacting with customers and colleagues
• Recognize verbal and non-verbal cues that indicate customer concerns, confusion, or understanding
• Verify understanding through clarifying questions and confirmation techniques
• Differentiate between positive and negative customer responses and adapt communication accordingly
• Express empathy and maintain composure during challenging customer interactions

Project & Continuous Improvement Work

• Participate in Agile sprint planning, backlog grooming, and project delivery activities
• Balance operational support responsibilities with strategic project work
• Contribute to endpoint management initiatives and technology modernization efforts
• Create automation opportunities that reduce manual effort and improve user experience
• Collaborate with infrastructure, security, and engineering teams on service improvements

Automation

• Identify, design, and implement automation opportunities that eliminate repetitive manual tasks and improve service delivery efficiency
• Leverage agentic AI platforms, including Claude Code, to accelerate troubleshooting, scripting, documentation, and operational workflows
• Partner with Infrastructure, Security, and Application teams to modernize operational processes through automation and orchestration
• Promote a culture of continuous improvement by identifying opportunities to replace manual processes with intelligent automation and AI-assisted workflows

Documentation & Knowledge Management

• Maintain accurate ticket updates and resolution documentation
• Create and update knowledge base articles, standard operating procedures, and support documentation
• Ensure work is performed in a manner that is auditable and aligned with organizational standards

Required Qualifications:

• 5+ years of experience in enterprise IT support or desktop engineering
• Experience providing executive, VIP, or white-glove support
• Strong troubleshooting experience across Windows 11 and macOS platforms
• Experience supporting Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and Entra ID
• Experience supporting iOS and Android mobile devices
• Excellent verbal and written communication skills
• Proven ability to handle sensitive and confidential information
• Strong customer service mindset with the ability to build trust and credibility with executives
• Experience working with ticketing systems such as ServiceNow

Preferred / Nice‑to‑Have Qualifications:

• Experience with Microsoft Intune device management
• Experience with Jamf Pro administration and macOS management
• Familiarity with mobile device management (MDM) platforms
• PowerShell, Bash, or automation scripting experience
• Experience with Microsoft Teams Rooms and collaboration technologies
• Knowledge of Microsoft Entra ID and Microsoft 365 administration
• Experience supporting security, compliance, and audit initiatives
• Agile, Scrum, or sprint-based project delivery experience
• Experience working in regulated financial services or highly secure enterprise environments

Success in This Role Looks Like:

• Executive leaders consistently view IT as a trusted partner and strategic resource
• Executive issues are resolved quickly with minimal escalations
• High levels of customer satisfaction are achieved through exceptional service and communication
• Executive productivity is protected through proactive support and risk mitigation
• Tickets are documented thoroughly and meet organizational quality standards
• Root causes are identified and recurring issues are reduced over time
• Sprint commitments and project deliverables are completed without negatively impacting operational support
• Knowledge sharing and documentation contribute to a more efficient and scalable support organization

#LI-AC1 #LI-Hybrid #LI-Onsite

Salary Range: $70,000.00 - $90,000.00