Senior IT Support Specialist

About Hearth

Hearth is the AI growth system for America's home improvement contractors. With 15,000+ paying customers, default profitability, and backing from top-tier investors like Founders Fund and 8VC, we provide the revenue-critical software tradespeople rely on to run their businesses.

We are now building our next layer of innovation: an autonomous AI employee for every contractor. By answering calls 24/7, qualifying leads, and booking jobs, this AI ensures small businesses never miss a lead again. We're on a mission to bring AI to the trades-and we need your help to build it.

The Opportunity

You'll operate as a team of one making IT work at Hearth. As our Senior IT and Security Specialist, you'll keep every employee unblocked, own how we onboard and off board, manage our MAC fleet, and keep our SOC2 program running smoothly. Our systems have the basics in place, but they weren't built to scale - this is your shot to audit what's there and build the function into something that can support our growth.

What You'll Do:

• Keep the team unblocked. Be the first stop for IT issues across the company, resolving day-to-day tickets (roughly 10/day) quickly and independently.
• Build the systems we're missing. Own onboarding and off-boarding end to end, documenting the process so a new hire's first day feels seamless, not scrambled.
• Run SOC2 compliance. Partner with our People Operations team to keep us audit-ready in Vanta, owning the operational side of staying compliant.
• Manage our MAC fleet. You will be responsible for the end-to-end lifecycle of our MacBook fleet, including provisioning, deployment, MDM administration security compliance, updates, and onboarding/offboarding.
• Level up how we work. Administer our Mac fleet, tighten access across tools like Dialpad and Salesforce, and find smarter ways to run IT - including automating repetitive support with AI where it makes sense.
• Grow the role your way. If it's the right fit, expand into Office Manager responsibilities - reception, supplies, guest coordination - with compensation adjusted accordingly.

What Success Looks Like in Your First 90 Days

• Employees are consistently unblocked - no ticket sits unresolved for long.
• A documented, repeatable onboarding and off-boarding process exists where one didn't before, and it's yours.
• SOC2 compliance work is moving forward smoothly and on track.

What We're Looking For:

Must-haves

• Prior experience as the main IT point person (or a core IT specialist) at a company of a similar size - you've seen a lot and can operate independently without hand-holding.
• Mac fleet administration experience, ideally from another startup.
• Strong written communication - much of this role happens over Slack, so clear, polished writing matters.
• Working knowledge of SOC2 compliance.
• Able to be on-site at our SoHo office five days a week.

Nice- to- haves

• Experience building AI-powered workflows or automations - auto-resolving routine support tickets, for example.
• Familiarity with Okta or similar identity/access management tools.
• Comfortable owning the SOC2 process in a tool like Vanta (deep, years-long compliance background not required - most of it is learnable).

What We're Not Looking For:
We need someone who's done this before with the capability of being a department of one.
Why This Role:

• Real scope, real ownership. You're not one voice in a big IT org - you get hands-on with everything and shape what this function becomes.
• Room to grow. There's no dedicated security hire yet - if that's the direction you want to take this, the ceiling is high.
• A company that's actually working. 15,000+ paying customers, default profitable, and backed by Founders Fund and 8VC - building AI for an industry that needs it.

Location

This role will be located in NYC along with the CEO and other key roles in the business. Hearth believes in the energy, connection, and serendipity of in-person work culture for builders who are committed to building truly innovative software and making a significant positive impact in the world.

Benefits

• Mission-driven, values-based culture
• Unmatched opportunities to learn and develop; front-row seat at a fast-growing tech startup
• Generous PTO, plus paid company holidays
• Medical, dental, and vision options
• 401(k)
• Free Employee Assistance Program
• Parental Leave Program
• Pet Insurance

More About Us

Hearth embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. We consider employment for qualified applicants with arrest and conviction records.

Hearth uses AI-assisted tools as part of our hiring process. All hiring decisions are made by a Hearth employee. Questions about our process? Contact View email address on click.appcast.io.

The pay range for this role is:

110,000 - 135,000 USD per year (New York)