Network & IT Support

First Principles Engineer & Senior Team Member

We’re hiring for our Network & IT Support team, but we’re not looking for someone whose idea of a good day is closing 20 tickets.

In fact, we’d rather you prevent those 20 tickets from being created in the first place.

Our team is small. Two people support close to 300 employees across Manila, Canada, and a 24-hour operation.

That means we need engineers who think differently.

When the same issue happens for the third time, we dont want you to become faster at fixing it.

We want you to ask why its happening at all - and eliminate it.

When you see repetitive manual work, we expect you to ask whether it can be automated.

When equipment, Wi-Fi, network infrastructure, endpoints, access, or security controls are likely to become problems, we want you checking them before employees discover the problem for you.

When something breaks at 2 AM and youre the person on shift, we need you to be able to investigate incomplete information, form your own hypotheses, eliminate possibilities, make sound decisions, and restore operations without waiting for someone senior to tell you what to do.

And when everything is working?

Dont wait for the next ticket.

Look at the environment and ask: What could fail next? What keeps repeating? What are we doing manually that shouldnt be manual? What can I simplify, automate, standardize, document, monitor, or permanently eliminate?

Thats what ownership means here.

Were hiring at two levels:

✨ FPE / First Principles Engineer • This is our leadership-level individual contributor.

We need someone who can look beyond individual incidents and own the health and direction of the entire function - identify systemic weaknesses, prioritize improvements, design better processes and architecture, automate repetitive work, establish standards, use data to find patterns, and make the engineers around them more effective.

You shouldnt need someone to continuously tell you what needs improving.

You should be the person finding it.

✨ Senior Team Member - Network & IT Support

We need a strong hands-on operator who can independently own a shift and keep the business running.

Youll troubleshoot network, endpoint, access, infrastructure and production-impacting issues - but troubleshooting ability alone isnt enough.

We need someone who sees recurring problems and closes the loop permanently.

Someone who can say: "This kept happening. I investigated why. I found the root cause. I changed something. I verified it worked. And now nobody has to deal with that problem anymore."

Thats the standard.

Were less interested in how many technologies youve touched than in how you think, what youve personally improved, and what happens to an environment after youve owned it for six months.

If your instinct is to own the problem rather than escalate it, prevent rather than repeatedly repair, and improve systems rather than simply maintain them, wed like to hear from you. 

Were building a small team. That means every person has to make the team disproportionately better.

You wont always have a runbook. You wont always have someone to escalate to. And the problem in front of you may be something youve never encountered before.

Thats okay. What matters is whether you can work the problem — gather evidence, test your assumptions, change direction when the evidence tells you youre wrong, and keep going until you understand what is actually happening.

We dont expect you to know everything. We do expect you to know how to figure things out.

Before you apply

Please apply if you read the expectations above and can confidently say: “Ive worked this way before, Ive been successful doing it, and this is the level of ownership I want again.”

Were not looking for someone who wants to learn how to become proactive or who believes they could operate this way given the opportunity. Were looking for people who can point to real examples where they have already owned difficult problems, worked through ambiguity, eliminated recurring issues, improved an environment, and made things better than they found them.

For the FPE role, that bar is even higher. We expect evidence that youve done this beyond your own individual workload - that youve identified systemic problems, driven improvements across a function, established better ways of working, and raised the effectiveness of the people around you.

So before applying, ask yourself: Have I actually done this before? Was I personally responsible for it? Can I explain what I changed and prove that it worked? And am I prepared to take that level of ownership here?

If the answer is genuinely yes, wed really like to meet you.