IT Support Lead – Global

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish and manage customer machines, both physical and virtual, for bot deployments.

• Take responsibility for 24/7 monitoring and uptime of the machines used by bots, including setting up on-call coverage.

• Communicate with customers to clarify the IT setup and requirements across all divisions.

• Oversee and develop the IT team over time.

• Create and maintain IT support for the machines and infrastructure that support bots at customer pharmacies.

• Manage machine setup, monitoring, and uptime while expanding the IT team in alignment with company growth.

• Collaborate within the Customer Success team with assistance from the engineering infrastructure team.

⛳️ Requirements

• Minimum of 3 years in IT, systems administration, or infrastructure, with at least 1 year of experience leading a team or function.

• Practical experience in setting up and supporting Windows machines, both physical and virtual (VMs or remote desktops).

• Knowledge of remote access, credentials, and authentication methods, including VPN, MFA, and access management.

• Proven experience monitoring systems and ensuring uptime for production workloads, ideally with 24/7 coverage.

• Comfortable engaging with customers: able to explain technical requirements clearly to non-technical personnel.

• Strong sense of ownership and a tendency to document and automate repetitive tasks.

• Proficient in English and able to work remotely with overlapping hours with the US.

• Experience in pharmacy or healthcare IT, particularly in HIPAA-compliant environments.

• Familiarity with endpoint management and monitoring tools (such as Intune, Jamf, Datadog, or similar).

• Experience in establishing an IT function from the ground up in a growing company.

🏝️ Benefits

• Fully remote work environment.

• Competitive compensation.

• Engaging projects with a direct impact on the business.

• High levels of ownership and autonomy.

• Opportunity to work with AI-driven technologies and modern development tools.

• A collaborative team dedicated to solving real challenges for healthcare customers.