IT Intern, IT Support - Winter 2027

Description

The company builds cybersecurity products, including a password manager used by over 180,000 businesses, and its annual recurring revenue has passed $500M while still growing.

The company has been remote since it was founded in 2005 and is remote-first, though in-person time still matters to how the team works.

The IT Support team helps employees get the tools they need each day, combining hands-on troubleshooting with AI, modern tools and workflow automation to resolve issues and improve the employee experience.

As an intern you will work alongside experienced engineers, learn how support operations run, handle real user requests and help build faster, smarter support workflows.

The company values simplicity, honesty and putting people first. The pace is fast and the work is demanding, so the role suits people who want hard problems, feedback and impact rather than a settled routine.

The company expects everyone to learn AI best practices and apply AI where it helps their daily work. Engineering, product and design already use AI for coding, research synthesis and prototyping, with people accountable for key decisions and rigorous evaluation before anything ships.

Responsibilities

• Check new Freshservice tickets for completeness, set categories and priorities according to the guidelines, and route each one to the right technician or team.
• Find unassigned, aging, duplicate or stalled tickets, follow up with their owners, and flag uneven workloads for the manager to review.
• Compile standard reports on ticket volume, backlog, SLA performance and common request types, and prepare team meeting summaries using AI tools.
• Work with IT Engineering, Enterprise Systems, IT Operations and Workplace Technology.
• Confirm receipt of requests, collect missing details with approved templates, send status updates, and check whether users still need help.

Requirements

• Confidence to take on new challenges and see them through.
• Humility to ask basic questions and own mistakes, as long as you learn from them.
• Curiosity to look for better ways of doing things, even when others are content with the current way.
• A team mindset: you work together and succeed together.
• Bonus: careful organization, keeping ticket information accurate, tracking deadlines and closing outstanding tasks.
• Bonus: clear, professional communication, writing useful ticket notes, asking focused questions and giving courteous updates to users and technicians.
• Bonus: sound judgment on urgency, recognizing when a ticket needs attention and escalating it appropriately.
• Bonus: basic technical literacy and willingness to learn, understanding common workplace technology and following troubleshooting guides and Freshservice workflows.
• Bonus: discretion with information and access, following documented procedures and recognizing when a request needs further checks or authorization.

Conditions

This is a remote role open within Canada or the US, lasting 4 months from January to April 2027.

Remote work means working from your home country.

Travel for in-person engagement is part of most roles, with frequency depending on the role; it may include an annual department-wide offsite, team meetings and customer or industry events.

The company does not discriminate on the basis of citizenship or other protected characteristics.

Benefits

• Paid time off accrues at 2.08 days per month, which is 1.5 work weeks across the 4-month term.
• One company-wide wellness day per quarter.
• Employee-led inclusion and belonging programs and employee resource groups.
• Peer-to-peer recognition through a recognition tool.
• Access to an internal learning library and learning sessions.
• Monthly intern events and socials.
• Membership in Team True North, a group of Canadian tech firms whose growth puts them in the top 1% worldwide, with the highest likelihood of reaching $1 billion in annual revenue.