Support Engineer

Job description

Job Description This role requires you to be in our Waltham, MA headquarters 1-2 days a week. Working remotely the other days and there may be weeks where we ask you to come in more than the 1-2 days. A bit more about this role: At Devoted Health, we believe our employees can only provide world-class care to our members if they feel supported, empowered, and valued themselves. We don't view IT as "fixing computers" -- we view it as a hospitality mission. We treat our colleagues like family. Your goal is to ensure their technology is a bridge, not a barrier, turning frustrating technical hurdles into "wow" moments through empathy, kindness, and technical excellence. Your responsibilities & impact: Universal Support: Provide technical support for our entire workforce, whether they are in-office or remote, across ChromeOS and MacOS environments. SaaS Administration: Learn the administration and maintenance of core tools including Google Workspace, Jamf, Slack, and Atlassian. Infrastructure & Presence: Maintain in-office hardware (AV, networking, and peripherals) while staying highly accessible across our virtual support channels. Process Improvements: Help streamline IT operations and solutions and maintain knowledge base articles. Cross-Functional Collaboration: Partner with internal teams to help bring helpdesk tickets to resolution. Secure Environment: Ensure our "digital office" remains organized, secure, and intuitive for all users. Required skills & experience: A "People Person" First: You genuinely enjoy helping others, take pride in working collaboratively, and possess the patience to communicate effectively with non-technical staff. Detail-Oriented & Empathetic: You recognize that a technical hurdles is a barrier to a teammate's success and treat every ticket with a high level of urgency and care. Problem-Solver & Adaptable: You possess the skills to diagnose issues while balancing multiple priorities in a fast-paced, evolving environment. Desired skills & experience: Member Experience Mindset: Prior experience in a helpdesk setting supporting both in-person and remote employees across various SaaS tools. Use-Centric Approach: A proven ability to put yourself in the shoes of the person you are supporting to provide a seamless, high-quality experience. #LI-remote Salary Range: $55,507-$64,355 The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job. Our Total Rewards package includes: Employer sponsored health, dental and vision plan with low or no premium Generous paid time off $100 monthly mobile or internet stipend Stock options for all employees Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles Parental leave program 401K program And more.... *Our total rewards package is for full time employees only. Intern and Contract positions are not eligible. Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going — all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience. Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business. As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.