Helpdesk Analyst

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Camunda is the enterprise platform for agentic orchestration, enabling organizations to coordinate AI agents, people, and systems across complex, end-to-end business processes. With built-in governance, auditability, and human oversight, Camunda gives enterprises the control they need to move AI from pilots to production — safely and at scale. Trusted by over 700 organizations worldwide, including 9 of top 10 US banks, Camunda helps enterprises boost operational efficiency, accelerate time-to-value, and deliver better customer experiences.

Fully remote and global, we are in the middle of something bigger: transforming into an AI-first organisation, built on our own platform. We use Agentic AI to automate, orchestrate intelligent processes, and elevate human contribution across every team.

Named GP Bullhound’s Top 100 Next Unicorn list, 2025 Great Place to Work certified. Visionary in 2025 Gartner® Magic Quadrant™ for Business Orchestration and Automation Technologies. ranked 3rd in Flexa's 2026 Most Flexible Companies, We’re growing fast and looking for top talent to join our team. If you want meaningful work, visible impact and put something genuinely rare on your CV, keep reading.

About the role:

The Helpdesk Analyst provides L1–L2 IT support across Camunda and is the first point of contact for our global, fully-remote team. In this role you’ll combine solid technical troubleshooting with clear, friendly communication to keep colleagues productive, guide them through issues, and make sure they feel supported and heard. You’ll own tickets from initial request through resolution or escalation, contribute to a culture of continuous improvement, and collaborate closely with Enterprise Technology, InfoSec, and other stakeholders.

Curious about the kind of challenges you'll work on at Camunda? Watch this quick 30-minute talk from our engineers to learn more about the new Camunda Exporter and how we’re solving complex problems at scale

What You’ll Be Doing:

•   Act as the primary contact for IT support requests via ticketing system, chat, and email, providing L1–L2 support for laptops (Windows/macOS), peripherals, and core SaaS tools (Google Workspace, Slack, Zoom, Jira/Confluence, browsers).

• Troubleshoot common issues such as VPN and basic network connectivity problems, identity and access requests (e.g., password resets, account unlocks), and first-line MDM-related issues, escalating clearly when needed.

• Triage, categorize, prioritize, and route tickets appropriately while maintaining ownership and ensuring timely, clear, and empathetic updates to users.

• Communicate in straightforward, user-friendly language, set realistic expectations on response and resolution times, and document solutions and known issues in the IT knowledge base.

• Identify recurring problems and patterns in tickets, suggest improvements to documentation, workflows, and request forms, and contribute to reporting on key helpdesk metrics.

• Apply security and compliance guidelines in all support interactions, including identity verification, safe data handling, and prompt escalation of suspected security incidents.

What You Bring:

• Ability and/or willingness to use our product

• You bring a strong foundation in IT support, genuine curiosity for how tools work, and a calm, service-oriented approach to helping colleagues. You are structured and reliable in how you manage tickets, comfortable working independently in a remote, global environment, and you care about doing things securely and consistently while always looking for ways to improve how we work.

• Significant hands-on experience in an IT helpdesk / service desk / technical support role (typically around 3+ years), or clearly equivalent practical experience in a similar environment.

• Practical experience supporting end users in a remote, SaaS-driven environment, including Windows and macOS devices and tools like Google Workspace, Slack, Zoom, and Jira/Confluence.

• Strong general troubleshooting and problem-solving skills, including the ability to research and test solutions independently.

• Clear, empathetic written and verbal communication in English, with the ability to explain technical topics in simple, user-friendly language.

• Proven experience working with a ticketing system (categorization, prioritization, SLAs, documentation) and following defined processes, including basic security and identity-verification steps. 

 Nice-to-haves:

• Experience with MDM-managed environments (e.g., enrolment, compliance checks, app deployment) and first-line MDM troubleshooting.

• Experience supporting a fully remote, globally distributed workforce across multiple time zones.

• Additional spoken/written languages beyond English.

This role is an existing vacancy

#LI-SG1 #LI-Remote #EMEAWest

What We Have to Offer:

Compensation

We offer competitive, fair, and transparent compensation. Salary ranges are location-based, with Standard and Major markets (global tech hubs) reflecting local competition.

The Annual Total Target Cash (base salary + 100% variable target, where applicable) shown below spans from the minimum in a Standard market to the maximum in a Major market. Final offers depend on skills, experience, and location, and we typically hire in the first half of the range to allow room for growth:

United States: $81,600.00 to $131,600.00

United Kingdom: £51,300.00 to £84,300.00

Singapore: S$101,400.00 to S$152,100.00

If you’re based elsewhere, you’ll be hired via Remote.com (our global employer partner), and your Talent Acquisition Partner will provide a personalized Total Rewards Calculator after your first interview.

Equity: We also offer equity (where applicable) through our Virtual Stock Option Plan (VSOP).

Benefits & Perks

We invest in your wellbeing, growth, and ability to connect, along with perks that support you no matter where you’re based. Our benefits are globally designed and locally delivered where applicable.

• Remote & Flexible: Work from anywhere with the setup that suits you, home office budget, co-working space support, and flexible time off to recharge when you need it.

• In Person Connection: We invest in meaningful face time through our Annual Kickoff (Vienna in 2025, Madrid in 2026!), team offsites, and Camundi Connection Budgets, including contributing to meetups while travelling,, and local gatherings with fellow Camundi.

• Health & Wellbeing: Access locally tailored healthcare, Modern Health for global mental wellbeing, and our Live Well Lifestyle Spending Account (LSA), a flexible, global benefit that puts you in control of your whole life, not just work, from: staying active, to caring for family, exploring personal passions, meaningful experiences, and investing in your financial wellbeing. The Live Well program launches in 2026 and scales to €1,000 annually from 2027.

• Financial Security: Retirement and pension plans (often with company contributions), plus life and disability insurance where relevant.

• Professional Growth: Up to $/€/£1,000 per year for self-driven learning: courses, certifications, books, you decide!

”Everyone is welcome at Camunda” — it’s a celebrated component of our culture. We strive to create an inclusive environment that empowers our people. At Camunda, we honour diverse cultures and backgrounds and are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to gender, race, ethnicity, religion, belief, sexual orientation, age, disability or any other protected characteristics under applicable law. We are looking forward to your application!

Come join us and be part of Camunda’s incredible journey: Make an impact at a pivotal moment in our story!

AI Disclaimer: Camunda may use AI tools to aid the screening of applications.