Technical Lead – IT Ops Support

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🧑‍💻 Full-stack Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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Sevaro

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

🤖 Artificial Intelligence

☁️ SaaS

🔥 Funding within the last year

💰 $39M Series B - SEVARO on 2025-09

Healthcare • Artificial Intelligence • SaaS

Sevaro is a virtual neurology care company that combines an AI-powered platform (Synapse AI) with 24/7 tele-neurology clinical services. It provides rapid-response telestroke care, virtual neuro-intensive care, neurohospitalist rounding, remote EEG interpretation, neuro-rehabilitation and virtual ambulatory clinics, plus analytics and data integration to support clinical workflows. Sevaro partners with hospitals and health systems to improve access to specialty neurology, shorten response times, reduce transfers, and support care across the acute-to-outpatient patient journey.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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