Senior IT Specialist

About Us

AfterShip, a Great Place to Work Certified company, is transforming the global eCommerce landscape. Founded in 2012, AfterShip is a post-purchase SaaS company on a mission to build the world’s leading automation platform for ecommerce merchants.

AfterShip unifies shipping & labels, order tracking, AI predictive delivery, and returns management into one system—giving merchants a single place to manage and automate everything that happens after checkout. By centralizing these workflows, AfterShip enables merchants to reduce customer support inquiries, deliver a more reliable and engaging customer experiences, and unlock incremental revenue at every post-purchase touchpoint.

AfterShip integrates seamlessly with ecommerce platforms including Shopify and TikTok Shop, and connects with more than 1,200 carriers worldwide. Today, over 20,000 businesses—including Samsung, Gymshark, Vivino, Harry’s, Mous, and Rakuten—rely on AfterShip to turn every post-purchase moment into an opportunity to build trust, reduce costs, and drive repeat purchases.

Built for a global market from day one, AfterShip operates with an engineering-driven, internationally distributed team. The company employs more than 450 people across 8 offices, spanning North America, Europe, and Asia, and representing over 20 cities worldwide.

Your Mission:

As a Senior IT Specialist at AfterShip, you will be the foundational pillar for our IT operations across our North American (NA) and European (EU) hubs. You will act as the critical bridge between our IT Hub in APAC and our growing global teams, ensuring our technology infrastructure scales seamlessly with our business. While our APAC Hub architects global security frameworks and SaaS automation, you will own the execution out of the Toronto hub.

Your primary objective is to champion a world-class employee experience by providing high-touch support that eliminates time-zone friction. You aren't just resolving tickets; you are a trusted technical partner and hands-on builder who manages the entire hardware lifecycle and drives the local adoption of global IT initiatives.

This is a high-impact role reporting to the IT Manager, requiring close collaboration with cross-functional partners in People, Finance, and Global IT. You will serve as the primary guardian of our technology standards in the region, ensuring our teams in NA and EU have the tools they need to build the future of e-commerce.

This is a hybrid-flexible position, with a requirement to come to the Toronto office about 2 times per week.

This role requires collaboration with teams located in Asia and Europe, which may require working outside of regular business hours 1-2 times per week.

What You’ll Do:

At AfterShip, our IT runs on a Hub-Spoke model: our APAC IT Hub owns global identity (Google workspace), SaaS automation, Security frameworks, and MDM policies, while our regional specialists own local execution and employee experience. As the Senior IT Specialist for NA/EU, you’ll be the face of IT for 100+ employees across the region, operating from our Toronto hub.

• Regional IT Support: Serve as the primary technical point of contact for NA/EU employees, resolving hardware, software, and network issues during local business hours — from MacBook boot failures and VPN issues to Google Workspace access, peripheral setup, and SaaS permission requests. Operate to clear service commitments: 15–30 min response for executive-impacting issues, same-day resolution for workflow-blocking issues, and same-day laptop swap for Toronto-based employees.
• Lifecycle Management: Own the full Day-1-to-offboarding employee experience — laptop procurement and zero-touch configuration, Day-1 IT orientation covering policies and security, account provisioning across our core stack, secure device retrieval and wiping on exit, and timely deprovisioning of access.
• Local Operations: Manage the Toronto IT storage and spare-equipment inventory, keep asset records (user, serial, status) accurate in real time, maintain office network and AV/hybrid meeting room tech, and provide hands-on IT support for leadership visits and regional events. Maintain a 100% MDM-compliant device posture across NA/EU.
• Vendor Management: Own local vendor relationships across NA/EU (Apple Canada/Europe, local logistics, third-party service providers) — procurement, invoicing, contract renewals, and after-sales support without the language or time-zone friction that slows cross-region buying.
• Global Bridge: Act as the primary liaison between NA/EU teams and the APAC IT Hub. Execute global IT rollouts locally (new MDM policies, security tooling, SaaS automation), do first-pass triage on Tier-2 issues before escalation, and keep a regular sync cadence with the Hub.
• Reporting & Insights: Report on regional ticket trends, asset lifecycle status, and emerging technical challenges, ensuring global leadership has full visibility into the NA/EU landscape

Who We're Looking For:

• 5+ years of hands-on experience in IT Support with mastery of macOS, iOS, and Google Workspace.
• Proficiency with ticketing systems (Jira), MDM tools (Kandji), and familiarity with security frameworks like SOC 2. Experience operating within a Hub-and-Spoke or global-regional IT structure is a strong plus.
• A proactive problem-solver comfortable being the sole IT representative in the region. Knows when to escalate vs. resolve locally. Comfortable being the sole IT representative on the ground in a hub where decisions get made quickly.
• High attention to detail regarding asset tracking, technical documentation, and inventory management.
• Effective communicator with ability to bridge the gap between global technical teams and local employees, providing clear support and timely updates.Translating APAC Hub decisions into clear local guidance, and representing NA/EU concerns upward without friction.
• Curious about AI and automation — we actively look for opportunities to reduce repetitive IT work (onboarding, provisioning, ticket triage) and expect you to bring ideas, not just execute them.
• Fluency in English (required), fluency in Mandarin a plus

At AfterShip, we know great talent doesn’t always fit every requirement. If you’re passionate about our mission and believe you can make an impact, we encourage you to apply.

Why You Should Join Us:

• Great Place to Work Certified: We’ve been recognized for our inclusive, values-driven culture that celebrates diversity and collaboration.
• Innovative & Inclusive Culture: Started by our software engineer-turned-CEO, AfterShip is built on curiosity, creativity, and collaboration. We’re a passionate, global team of problem solvers who put egos aside to innovate together. We take immense pride in fostering a culture that’s inclusive, which has allowed us to surround ourselves with the industry's most talented professionals.
• Ambitious Mission with Real Impact: Join us in transforming eCommerce by making buying and selling easier for everyone. It’s one of the most dynamic spaces in tech, with limitless opportunities to innovate and grow.
• Thrive & Grow: There’s no ceiling to what you can achieve or learn here. We’re committed to empowering your career while advancing together as a company.
• Flexible Work Setup: We’re a remote-first team, meaning by default that employees work from home or on a hybrid-flexible basis in our hub locations (i.e., Toronto, Austin, Barcelona). You’re empowered to choose a work setup that works best for you and your team. With flexible hours depending on your time zone, you’ll be able to have a schedule that fits your working style and the requirements of your role.

Perks:

• Competitive compensation
• Hybrid-flexible work setups
• Healthcare coverage offered from day 1
• Retirement plans including company match
• Unlimited PTO
• Annual learning & wellness benefit
• Monthly book perk
• Career progression & professional development
• In-office lunch and commuter benefits for those located in our hub locations

Salary range for this role: CAD $97,000 - $116,000

We are an equal opportunity employer and provide accommodations upon request throughout the recruitment process, in accordance with local legislation. Please let us know if you require any support, and we’ll work with you to meet your needs.

We believe in hiring right over hiring fast. While timelines may vary, we’re looking to fill this role as soon as possible.

Our hiring process uses AI to help with initial resume screening and to support interview note-taking. These tools help our team stay organized and fair, but all hiring decisions are made by people.

This job posting is for a new position