Senior IT Support Engineer

🕒 Julho 17

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $140.000 - $170.000 / ano

⏰ Tempo Integral

🟠 Sênior

📞 Engenheiro de Suporte

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Assured

SiteLinkedInTodas as Vagas

11 - 50 funcionários

🛡️ Seguros

☁️ SaaS

🤖 Inteligência Artificial

Insurance • SaaS • Artificial Intelligence

A Assured é uma empresa que fornece transportadoras de P&C (propriedade e acidentes) com soluções inovadoras para o processamento de sinistros. Sua plataforma oferece uma suíte de soluções modulares projetadas para melhorar a experiência do cliente, fechar sinistros rapidamente e melhorar as taxas de perda por meio da coleta e processamento estruturado de dados. A plataforma da Assured facilita todo o ciclo de vida dos sinistros, incluindo FNOL (First Notice of Loss), mensagens, detecção de fraudes e gerenciamento de catástrofes (CAT). Suas soluções estão disponíveis como ofertas SaaS de marca branca, não exigindo integração e podem ser implementadas rapidamente. Com foco em abordagens baseadas em dados, eles visam transformar a gestão de sinistros na indústria de seguros aproveitando a inteligência artificial e proporcionando processos automatizados e simplificados.

Descrição

• User Support & IT Operations – Serve as a senior escalation point for a fully remote, distributed workforce. Deliver high-quality, timely, empathetic support entirely over Slack, Zoom, and remote screen-share tools — no walk-up desk, no local hands. Own complex troubleshooting across macOS (primary), Windows, Linux, and mobile. • Onboarding & Offboarding – Own end-to-end user lifecycle: account provisioning, group membership, device shipment and enrollment, and clean offboarding. Continuously refine the process alongside People Ops and Security. • Identity & Access Management – Administer our identity stack in Rippling (our core IDP and MDM) — SCIM connections, groups, workflows, SSO/MFA configurations across our SaaS environment. Okta experience is a strong plus and forward-looking as we evaluate our identity architecture. • Device & Endpoint Management – Own our Mac-first fleet through Rippling MDM: enrollment, configuration profiles, patching, compliance baselines, and remote troubleshooting. Maintain accurate asset inventory in Snipe-IT. • AI-Powered IT Operations – Assured runs on an AI-forward IT stack. You'll operate and extend our automation layer via Console.com (ARIA) powering our Slack Request channels, and contribute directly to the overall automation of access provisioning, deprovisioning, and common IT workflows — pushing more of our routine work into agentic AI so the team can focus on higher-value initiatives. Experience with Risotto, Unthread, or similar AI ITSM platforms is a big plus. • Security & Compliance – Help enforce access controls and endpoint hardening in support of our SOC 2 Type II, HIPAA, and ISO 27001 programs. Help facilitate access reviews with the Security team, and support evidence gathering for audits and offboarding verification. • Documentation & Knowledge – Write and maintain runbooks, SOPs, and playbooks in Notion. Turn tribal knowledge into structured content that our AI tools can actually retrieve and act on. • Roadmap & Improvement – Contribute meaningfully to the IT roadmap: tooling evaluations, integration work, and automations. Mentor teammates and help raise the bar as we scale from 200 → 300+ employees.

🎯 Requisitos

• 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 — you're skilled at diagnosing and resolving issues without physical access to devices, comfortable coordinating device logistics (shipping, returns, remote wipe), and effective at building rapport and 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). Okta experience is a strong plus. • 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 genuine curiosity about Console.com (ARIA), Risotto, Unthread, or other AI ITSM / Slack-native help desk platforms. Comfort using AI tools (including Claude) as part of daily IT operations. • Experience operating in an environment governed by SOC 2, HIPAA, ISO 27001, or similar frameworks — you understand access reviews, evidence collection, and change management. • An automation-first mindset — you'd rather build a workflow than repeat a task, and you actively look for what AI or scripting can absorb. • Excellent problem-solving, written communication, and mentorship instincts. • 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.

🏖️ Benefícios

• Competitive Compensation: Competitive salary and equity packages for all employees • Healthcare Plan: Platinum medical, dental, and vision • Free life insurance: Including long-term disability & short-term disability • Unlimited PTO: Uncapped vacation days & paid holidays • Family Leave: Maternity & paternity • 401(k) Contribution: Assured contributes 3% of your income, even if you don't contribute • WFH Benefits: Lunch on us 2x/week, monthly phone stipend & other home office perks • Health FSAs & HSAs: Pre-tax accounts for out-of-pocket medical expenses • Team events & Offsites: We're remote, but we regularly get together