Senior IT Support Engineer

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

📋 Description

• User Support & IT Operations – Act as a senior escalation resource for a completely remote, distributed team. Provide high-quality, prompt, and empathetic assistance solely via Slack, Zoom, and remote screen-sharing tools — no walk-up desk, no local hands. Manage intricate troubleshooting across macOS (primary), Windows, Linux, and mobile platforms.

• Onboarding & Offboarding – Take ownership of the entire user lifecycle: account provisioning, group memberships, device shipment and enrollment, and thorough offboarding. Continuously enhance the process in collaboration with People Ops and Security.

• Identity & Access Management – Oversee our identity infrastructure in Rippling (our primary IDP and MDM) — managing SCIM connections, groups, workflows, and SSO/MFA configurations across our SaaS environment. Experience with Okta is highly advantageous as we assess our identity architecture.

• Device & Endpoint Management – Manage our Mac-first fleet through Rippling MDM: enrollment, configuration profiles, patching, compliance standards, and remote troubleshooting. Ensure accurate asset inventory is maintained in Snipe-IT.

• AI-Powered IT Operations – Operate within an AI-driven IT framework. You'll enhance our automation layer via Console.com (ARIA) managing our Slack Request channels, and directly contribute to the overall automation of access provisioning, deprovisioning, and standard IT workflows — shifting more routine tasks into agentic AI to allow the team to focus on higher-value projects. Familiarity with Risotto, Unthread, or comparable AI ITSM platforms is a significant advantage.

• Security & Compliance – Aid in enforcing access controls and endpoint hardening to support our SOC 2 Type II, HIPAA, and ISO 27001 initiatives. Assist with access reviews alongside the Security team, and support evidence collection for audits and offboarding validation.

• Documentation & Knowledge – Create and upkeep runbooks, SOPs, and playbooks in Notion. Transform informal knowledge into structured content that our AI tools can effectively retrieve and utilize.

• Roadmap & Improvement – Contribute significantly to the IT roadmap: evaluating tools, performing integration work, and developing automations. Mentor colleagues and help elevate standards as we expand from 200 to over 300 employees.

⛳️ Requirements

• 5–8+ years of IT support / IT engineering experience, preferably in a fully remote, SaaS-centric, compliance-focused environment.

• Demonstrated experience supporting a fully remote workforce — adept at diagnosing and resolving issues without physical access to devices, comfortable managing device logistics (shipping, returns, remote wipe), and effective at establishing rapport and trust with employees you may never meet in person.

• Extensive hands-on experience with modern IDP and MDM solutions. Direct experience with Rippling is strongly preferred (IDP, SCIM, MDM, Workflows). Familiarity with Okta is a plus.

• Strong understanding of SSO, SAML, SCIM, OAuth, and MFA within a diverse SaaS ecosystem.

• Advanced administration skills in macOS; competent troubleshooting in Windows and mobile; comfortable with shell scripting and light automation.

• Proficiency in Google Workspace administration, Slack, and common SaaS admin platforms (Zoom, 1Password, Notion, etc.).

• AI-forward mindset. Previous experience with or genuine interest in Console.com (ARIA), Risotto, Unthread, or other AI ITSM / Slack-native help desk solutions. Comfortable utilizing AI tools (including Claude) in daily IT operations.

• Experience working in environments governed by SOC 2, HIPAA, ISO 27001, or similar frameworks — knowledgeable about access reviews, evidence gathering, and change management.

• An automation-first approach — you prefer creating workflows over repeating tasks, and you actively seek opportunities for AI or scripting to take over repetitive tasks.

• Excellent problem-solving abilities, strong written communication skills, and mentorship capabilities.

• Capacity to work independently, prioritize a diverse workload, and drive projects to completion with minimal supervision.

• Familiarity with asset management (Snipe-IT or similar) and Slack-based ticket intake processes.

🏝️ Benefits

• Competitive Compensation: Attractive salary and equity packages for all employees.

• Healthcare Plan: Comprehensive medical, dental, and vision coverage.

• Free life insurance: Including long-term and short-term disability coverage.

• Unlimited PTO: No limit on vacation days & paid holidays.

• Family Leave: Maternity & paternity leave.

• 401(k) Contribution: Assured contributes 3% of your income, even if you do not contribute.

• WFH Benefits: Lunch provided twice a week, monthly phone stipend, and additional home office perks.

• Health FSAs & HSAs: Pre-tax accounts for out-of-pocket medical expenses.

• Team events & Offsites: We may be remote, but we frequently come together for team gatherings.