Senior IT Support Engineer

Stack

Responsibilities

• ▹Serve as a senior escalation point for a fully remote, distributed workforce, delivering high-quality, timely, empathetic support over Slack, Zoom, and remote screen-share tools
• ▹Own complex troubleshooting across macOS (primary), Windows, Linux, and mobile
• ▹Own the end-to-end user lifecycle: account provisioning, group membership, device shipment and enrollment, and clean offboarding; refine the process with People Ops and Security
• ▹Administer the identity stack in Rippling (core IDP and MDM): SCIM connections, groups, workflows, SSO/MFA configurations across the SaaS environment
• ▹Own the Mac-first fleet through Rippling MDM: enrollment, configuration profiles, patching, compliance baselines, and remote troubleshooting; maintain an accurate asset inventory in Snipe-IT
• ▹Operate and extend the automation layer via Console.com (ARIA) powering Slack request channels, and contribute to automating access provisioning, deprovisioning, and common IT workflows
• ▹Help enforce access controls and endpoint hardening in support of SOC 2 Type II, HIPAA, and ISO 27001 programs; help facilitate access reviews and support evidence gathering for audits
• ▹Write and maintain runbooks, SOPs, and playbooks in Notion, turning tribal knowledge into structured content that AI tools can retrieve and act on
• ▹Contribute to the IT roadmap: tooling evaluations, integration work, and automations; mentor teammates as the company scales from 200 to 300+ employees

Requirements

• ▹5–8+ years of IT support / IT engineering experience, ideally in a fully remote, SaaS-heavy, compliance-driven environment
• ▹Proven experience supporting a fully remote workforce: diagnosing and resolving issues without physical access, coordinating device logistics (shipping, returns, remote wipe), and building trust with employees you may never meet in person
• ▹Deep hands-on experience with modern IDP and MDM platforms; direct Rippling experience strongly preferred (IDP, SCIM, MDM, Workflows)
• ▹Strong working knowledge of SSO, SAML, SCIM, OAuth, and MFA across a diverse SaaS environment
• ▹Advanced macOS administration; solid Windows and mobile troubleshooting; comfortable with shell scripting and light automation
• ▹Proficiency with Google Workspace administration, Slack, and common SaaS admin consoles (Zoom, 1Password, Notion, etc.)
• ▹AI-forward mindset: experience with or curiosity about Console.com (ARIA), Risotto, Unthread, or other AI ITSM / Slack-native help desk platforms; comfort using AI tools (including Claude) in daily IT operations
• ▹Experience in an environment governed by SOC 2, HIPAA, ISO 27001, or similar frameworks: understanding of access reviews, evidence collection, and change management
• ▹Automation-first mindset
• ▹Excellent problem-solving and written communication skills
• ▹Ability to work independently, prioritize a mixed queue, and drive projects to completion with minimal oversight
• ▹Familiarity with asset management (Snipe-IT or similar) and Slack-based ticket intake workflows

Nice to have

• ▹Okta experience
• ▹Experience with Risotto, Unthread, or similar AI ITSM platforms

Soft skills

What we offer

• ▹Competitive salary and equity packages for all employees
• ▹Platinum medical, dental, and vision healthcare plan
• ▹Free life insurance, including long-term and short-term disability
• ▹Unlimited PTO and paid holidays
• ▹Maternity and paternity family leave
• ▹401(k) contribution: 3% of income, even if you do not contribute
• ▹WFH benefits: lunch on the company twice a week, monthly phone stipend, and other home office perks
• ▹Health FSAs and HSAs for pre-tax out-of-pocket medical expenses
• ▹Team events and offsites for the remote team

About the company

Assured is modernizing insurance, providing large insurers with software from self-service claim filing to backend fraud detection so that claims processing becomes less manual.