[Hiring] Senior IT Support Engineer @Assured

Role Description

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.

• 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. 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.
• 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: 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.
• 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 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.

Qualifications

• 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 — skilled at diagnosing and resolving issues without physical access to devices.
• Deep hands-on experience with modern IDP and MDM platforms. Direct Rippling experience strongly preferred.
• 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 platforms.
• Experience operating in an environment governed by SOC 2, HIPAA, ISO 27001, or similar frameworks.
• An automation-first mindset — 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.

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.