Technical Lead – IT Ops Support

🕒 Agosto 26

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

🧑‍💻 Engenheiro Full-stack

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Sevaro

SiteLinkedInTodas as Vagas

51 - 200 funcionários

🏥 Saúde

🤖 Inteligência Artificial

☁️ SaaS

🔥 Investimento no último ano

💰 $39.000.000 Series B - SEVARO em 2025-09

Healthcare • Artificial Intelligence • SaaS

A Sevaro é uma empresa de cuidados neurológicos virtuais que combina uma plataforma de inteligência artificial (Synapse AI) com serviços clínicos de teleneurologia disponíveis 24 horas por dia, 7 dias por semana. Ela oferece cuidados rápidos de teleAVC, cuidados neurointensivos virtuais, acompanhamento neurohospitalar, interpretação remota de EEG, neuro-reabilitação e clínicas ambulatoriais virtuais, além de análises e integração de dados para apoiar os fluxos de trabalho clínicos. A Sevaro faz parcerias com hospitais e sistemas de saúde para melhorar o acesso à neurologia especializada, reduzir o tempo de resposta, diminuir transferências e apoiar o cuidado durante toda a jornada do paciente, do atendimento agudo ao ambulatorial.

Descrição

• Serve as the senior technical escalation point for complex IT and Operational Support issues • Own difficult incidents from initial investigation through root cause identification, resolution, and follow-up • Troubleshoot endpoints, operating systems, identity and access, SaaS applications, connectivity, audio/video, peripherals, and related infrastructure • Diagnose issues involving the Sevaro ecosystem and determine escalation to Product, Engineering, Infrastructure, Security, Compliance, or external partners • Support clinicians and business teams in a remote-first environment • Provide clear communication during high-impact incidents affecting clinical or customer-facing workflows • Coach and mentor IT Support team members on troubleshooting, documentation, and customer communication • Establish escalation paths and improve the team’s independent problem-solving • Review recurring support problems and eliminate systemic causes • Create and maintain runbooks, troubleshooting guides, knowledgebase articles, and SOPs • Introduce automation and tooling to reduce repetitive work and improve reliability • Administer and improve endpoint, identity, access, collaboration, and core IT systems • Support onboarding, offboarding, device provisioning, access changes, and lifecycle management • Maintain operational controls around user access and device security • Partner with Security & Compliance on healthcare and data-protection requirements • Manage third-party technology vendor relationships and technical escalations • Evaluate and implement new IT tools and systems • Monitor support trends and identify systemic issues • Track and coach on response time, resolution time, recurring incidents, escalation volume, and user experience metrics • Lead or contribute to incident reviews and root cause analyses • Drive improvements in monitoring, documentation, tooling, and processes • Build scalable support processes • Collaborate with Product and Engineering on proprietary platforms and integrations • Partner with clinical and operational teams to understand workflows • Translate technical issues for technical and non-technical stakeholders • Represent IT Operations in cross-functional projects, technology rollouts, and operational readiness efforts

🎯 Requisitos

• 5+ years of experience in IT support, systems administration, IT operations, technical support engineering, or a related field, preferably in a healthtech or clinical-facing environment • Experience operating at a Senior, Lead, or L3 support level, including ownership of complex technical escalations • Experience with IT Service Management and ticketing platforms • Strong hands-on troubleshooting across Windows/macOS, iOS and Android, endpoint management, identity and access management, SSO/MFA, SaaS administration, networking/connectivity, audio/video and remote collaboration technology, endpoint security/access controls, and virtual desktop environments • Experience supporting a remote workforce • Strong understanding of incident management, root cause analysis, and operational troubleshooting • Familiarity with HIPAA-conscious IT operations and security practices • Strong documentation habits and experience developing runbooks, SOPs, or knowledge bases • Ability to remain organized and effective when priorities change or high-impact issues require immediate attention • Strong understanding of change management and stakeholder awareness • Strong sense of ownership through issue resolution • Excellent written and verbal communication skills • Nice to have: experience in healthcare, health technology, telemedicine, or another highly regulated environment • Nice to have: experience supporting physicians or other clinical users • Nice to have: familiarity with telehealth workflows, EMRs/EHRs, PACS, or hospital technology environments • Nice to have: experience building automation using scripting, APIs, workflow automation, or endpoint-management tools • Nice to have: experience supporting a rapidly growing technology company and scaling strategies • Nice to have: exposure to observability, monitoring, or incident-management tooling • Must be authorized to work in the United States

🏖️ Benefícios

• Competitive salary with performance incentives • Health, dental, and vision insurance • 401(k) offering with company match • 100% remote role with technology package provided • 15 days of PTO and paid holidays • Generous stock equity offering • Wellness perks