IT Support Technician

About Gelato

Gelato has created the world’s largest global network for on-demand production of custom products – from t-shirts and mugs to books and wall art. We empower a new generation of ecommerce entrepreneurs to share their creativity worldwide while embracing local, sustainable production. By producing locally and perfectly matching supply with demand, we eliminate waste and reduce carbon emissions.

At Gelato, we don’t own production facilities – we build the software that connects them. With over 140 production partners in 32 countries, our network can deliver custom products to five billion people in just 72 hours. It’s smarter, faster, and greener.

With GelatoConnect, our SaaS platform, we’re driving innovation in print production. GelatoConnect simplifies operations for print producers by automating procurement, workflows, and logistics into one seamless system. By boosting efficiency and cutting costs, it helps businesses scale to meet market demands. With GelatoConnect, we’re reshaping the print industry to be more efficient, sustainable, and profitable.

AI at the Core

We are not just early adopters of AI — we’re AI-native builders. Across engineering, product, and operations, we embrace AI to accelerate innovation:

• AI-first development using LLMs for code generation, testing, documentation, and design exploration.
• Autonomous AI agents driving platform resilience, observability, cost control, and internal workflow automation.
• AI-native product features built into GelatoConnect and the core platform — improving routing, personalization, and production optimization.
• A culture of continuous experimentation with RAG, agent orchestration, prompt engineering, and model fine-tuning.

The Position

Following our global expansion, we are looking for a passionate IT Support Technician, with great technical expertise, to support our colleagues day-to-day activities and join our efforts of securing Gelato cyber-assets.

We are looking for people who want to contribute to Gelato's agility. We’d love to talk to you if you’re a talented individual who is passionate about solving complex IT issues and crafting scalable processes. We are enablers who make it easier for our colleagues to unleash their creativity in the digital space.

Reporting directly to the IT Manager, you will work closely with every single colleague in Gelato as well as with our business partners.

What you will be doing

• Provide day to day technical maintenance, troubleshooting and support to Gelato's internal IT systems, including internet connectivity for employees based in Gelato offices across the globe.
  
  
• Provide all levels of IT support and training to internal staff, collaborating with internal and external resources (vendors) as necessary to resolve issues in a timely manner.
  
  
• Manage equipment orders, tools access, setup, and configuration for new hires, contractors, and Gelato partners
  
  
• Secure user's account information, including access, permissions, and systems groups, and perform system administration functions
  
  
• Track, maintain and own costs for Gelato's hardware and software inventory; manage software updates, assets, and licenses
  
  
• Use automation to improve current IT processes, by implementing off the shelf solutions and writing your own automation scripts.

Who you are

To be successful in this role you will need to have a start-up mentality. You are committed to excel with energy and endurance while you understand that building a company is very hard but that is what you want to achieve. You have superior communication skills, excellent interpersonal skills, high integrity, and great attention to detail. You are a natural and comfortable leader, have excellent problem-solving, organizational, and analytical skills. You are interested in keeping up with current best practices in your areas of expertise. You are a self-starter with the ability to excel with little to no direction. You are naturally curious. You have the ability to think creatively and holistically about reducing risk in a complex environment.

You may have a background in IT administration, helpdesk support, or a related technical area, either through previous roles, internships, or academic projects. You have a foundational understanding of IT management principles and are eager to grow your skills by contributing to the activities described above. You communicate clearly, are comfortable working with guidance, and show strong potential for planning and supporting IT projects as you continue to develop in your career.

Moreover, we would like to see evidence of the following in your profile:

• Some familiarity with IT support tools such as ticketing systems or call-center platforms gained through previous roles, internships, or academic projects.
  
  
• Basic experience working with cloud solutions like Google Workspace, AWS, or GCP, as well as an interest or beginner-level skills in programming or scripting (e.g., Python, JS, Bash, etc.).
  
  
• Up to 1–2 years of experience in IT Support or a related technical discipline — internships, part-time roles, and hands-on projects also count.
  
  
• Exposure to, or willingness to learn about, IT service management (ITSM) frameworks such as ITIL or COBIT.
  
  
• Fluency in English with strong verbal and written communication skills.
  
  
• Experience collaborating with others or taking initiative within team settings is a plus.
  
  
• A degree in Computer Science, Information Technology, or a similar technical field; equivalent practical experience is also welcome.

What it’s like to work at Gelato

We are a customer-obsessed team with the ambition to change the world by connecting technology to the printing industry and making it much more sustainable. Everyone who joins our team must feel genuinely intrigued and motivated by our mission. We expect a lot. We are a driven team with big goals, so we seek individuals who are genuinely passionate about their work and possess an entrepreneurial spirit. Our culture is unique and we live by our values, so it's worth learning more about our culture and how we work before presenting your application.

At Gelato, we pride ourselves on our global presence with 14 offices worldwide, fostering a dynamic and diverse work environment. Rooted in a culture that values collaboration, creativity, and camaraderie, we actively cultivate a company culture that thrives on shared experiences. We encourage team members to embrace this culture by working from our inspiring office spaces at least three days a week, allowing for meaningful connections and collective growth. 

Lastly, we ask that you please upload your CV in English, regardless of which country you are applying from.