Senior IT Support Engineer

Job description

Assured is on a mission to modernize insurance. Claims processing (i.e. should we pay this claim?), while often overlooked, is the foundation of the entire industry. It’s currently highly manual, involving phone calls, faxes, and gut instinct, costing tens of billions of dollars a year. We can do better. At Assured, we provide large insurers with the software solutions they need to win in a modern, technology-driven world. From self-service claim-filing software to backend fraud detection, we’re the engine that powers claims processing for some of the largest insurers in the world. The challenges we face are deep and diverse, from creating digital experiences that provide comfort and clarity to claimants at their most stressed and vulnerable to orchestrating large-scale ML-driven decision-making on billions of dollars of claims payments, life at Assured is dynamic, collaborative, and rewarding. We're looking for a Senior IT Support Engineer to help drive IT operations forward at Assured. Reporting to the IT Manager, you'll own day-to-day support and systems for a fully remote team, lead employee onboarding and offboarding, and partner across IT and Security to keep our environment reliable, compliant, and easy to work in. You'll bring depth in identity, endpoint, and SaaS administration — and just as importantly, an AI-forward mindset: we're building an IT function where AI and automation absorb toil so the team can focus on higher-leverage work. YOU WILL… 👨‍💻 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 http://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. YOU HAVE… 📅 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 http://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. This is a great opportunity to help build a modern, AI-native IT function at a fast-growing insurance technology company. If you're excited about pushing what "IT" can look like when AI is part of the team, we'd love to talk. 🚀 Benefits: 🤑 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 **We have been made aware of individuals falsely posing as recruiters from Assured Insurance Technologies Inc. Please note that we only contact candidates from official @assured.claims http://assured.claims email addresses and all interviews are conducted through verified company channels. If you are unsure whether a message is legitimate, please contact us directly at recruiting-ops@assured.claims before sharing any personal information** Our Commitment: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.