Senior IT Support Engineer
Assured1 weeks ago
Location
Remote
Workplace
Remote
Type
Full Time
Salary
USD 140,000 – 170,000
Level
Senior
Role
Senior IT Support Engineer
Posted
Jul 17, 2026
Full TimeRemoteSenior
The role
Summary
Senior IT Support Engineer at Assured, a fast-growing insurance technology company modernizing claims processing. This role leads IT operations for a fully remote, distributed workforce, with deep expertise in identity and access management (Rippling, Okta), endpoint management (MDM, macOS-first fleet), and AI-powered IT automation. The ideal candidate brings 5-8+ years of IT support experience in compliance-driven SaaS environments, strong hands-on skills across modern identity platforms, and an automation-first mindset to build scalable, AI-native IT operations that scale from 200 to 300+ employees.
What you'll do
Remote User Support & Escalation: Serve as the primary senior escalation point for a fully distributed, remote workforce of 200+ employees. Deliver empathetic, high-quality technical support entirely through asynchronous and synchronous remote channels (Slack, Zoom, remote screen-sharing tools). Own complex troubleshooting and issue resolution across macOS, Windows, Linux, and mobile devices without physical device access, leveraging remote diagnostics and screen-sharing capabilities to maintain operational excellence across geographically dispersed teams.
Identity & Access Management Administration: Administer and optimize the company's identity infrastructure using Rippling as the core identity provider (IDP) and mobile device management (MDM) platform. Configure and maintain SCIM connections, directory groups, SSO/MFA workflows, and integrations across the diverse SaaS ecosystem. Manage SSO, SAML, OAuth, and multi-factor authentication (MFA) configurations across 50+ SaaS applications. Evaluate and implement Okta as a forward-looking identity architecture alternative, ensuring seamless authentication and authorization for all employees.
Endpoint & Device Management: Own the macOS-first endpoint management strategy through Rippling MDM, including device enrollment, configuration profile deployment, patch management, compliance baseline enforcement, and remote troubleshooting. Maintain accurate asset inventory and lifecycle tracking in Snipe-IT. Coordinate device provisioning (shipment, setup, enrollment) and deprovisioning workflows to ensure rapid onboarding and secure offboarding across the organization.
User Lifecycle Management: Lead end-to-end user onboarding and offboarding processes in collaboration with People Operations and Security teams. Own account provisioning, group membership configuration, device shipment and enrollment workflows, security baseline application, and complete offboarding including access revocation, device remote wipe, data retention verification, and compliance documentation. Continuously refine and automate these processes to reduce manual effort and improve employee experience during transitions.
AI-Powered IT Automation: Operate and extend the company's AI-native IT operations stack using Console.com (ARIA) and Slack-native request channels to automate routine IT workflows and reduce toil. Build and maintain intelligent automation workflows for access provisioning, deprovisioning, password resets, and common IT requests. Leverage AI tools including Claude for IT operations optimization, and evaluate emerging AI ITSM platforms like Risotto and Unthread to continuously improve operational efficiency and enable the IT team to focus on strategic initiatives.
Security & Compliance Support: Enforce access controls and endpoint hardening policies in support of SOC 2 Type II, HIPAA, and ISO 27001 compliance programs. Collaborate with the Security team to facilitate periodic access reviews, ensure evidence collection for audits, manage change management processes, and verify proper access removal during offboarding. Maintain audit trails, document security controls, and ensure the IT environment maintains compliance posture across all regulatory frameworks.
Documentation & Knowledge Management: Create, maintain, and continuously update comprehensive runbooks, standard operating procedures (SOPs), and operational playbooks in Notion. Transform tribal knowledge into structured, searchable documentation that AI tools can retrieve and act upon to support self-service capabilities. Ensure documentation remains current as tools and processes evolve, enabling both team members and AI automation systems to resolve issues efficiently.
IT Infrastructure & Tooling Strategy: Contribute meaningfully to the IT roadmap and strategic planning by evaluating new tools, executing integrations between existing platforms, building custom automation workflows, and identifying process improvements. Lead initiatives to enhance IT service delivery, user experience, and operational efficiency. Participate in vendor selection, proof-of-concept evaluations, and architecture decisions that align with the company's growth trajectory from 200 to 300+ employees.
SaaS Administration & Integration: Administer critical business SaaS applications including Google Workspace, Slack, Zoom, 1Password, Notion, and 50+ additional applications. Configure SSO/SAML integrations, manage group-based access policies, troubleshoot user permissions issues, and coordinate with vendors for platform issues. Maintain organizational data integrity across systems and ensure seamless integration between identity, collaboration, and productivity platforms.
Mentorship & Team Development: Mentor team members and contractors supporting IT operations, sharing best practices in remote support, troubleshooting methodologies, and automation approaches. Help raise the bar for IT service quality and technical excellence as the organization scales. Build a culture of continuous learning, documentation, and automation-first thinking across the IT function.
What we look for
Technical
Rippling (Identity Provider & MDM)Hands-on expertise in Rippling administration including IDP configuration, SCIM provisioning, directory group management, MDM policies, SSO/MFA workflows, and integration management. Strong preference for proven experience managing large-scale Rippling deployments in distributed organizations.
macOS System AdministrationAdvanced hands-on experience with macOS device management, administration, and troubleshooting. Proficiency with MDM enrollment, configuration profiles, patch management, system preferences, terminal/shell scripting, and remote troubleshooting techniques. Ability to diagnose and resolve complex macOS issues without physical device access.
Identity & Access Management (IAM) ProtocolsStrong working knowledge of IAM standards and protocols including SSO (Single Sign-On), SAML 2.0, SCIM (System for Cross-domain Identity Management), OAuth 2.0, and MFA/2FA implementations. Understanding of how these technologies work together to create secure, scalable authentication and authorization infrastructure across SaaS environments.
Mobile Device Management (MDM) & Endpoint SecurityHands-on experience with modern MDM platforms (Rippling, Microsoft Intune, or similar). Proficiency in enrollment workflows, configuration profile deployment, compliance enforcement, remote lock/wipe capabilities, and endpoint security baseline implementation. Knowledge of macOS, Windows, iOS, and Android device management approaches.
Windows & Linux Systems SupportSolid troubleshooting experience across Windows (10, 11) and Linux systems. Ability to diagnose common issues, manage user permissions, perform system updates, and support users in a remote environment. Comfortable with command-line interfaces and basic scripting in PowerShell or Bash.
Google Workspace AdministrationProficiency in Google Workspace (Gmail, Google Drive, Sheets, Docs, etc.) administration including user provisioning, security settings, shared drive management, mobile device management integration, and SSO/SAML configuration. Experience managing organizational structures and delegated admin roles.
Slack Platform AdministrationHands-on experience administering Slack workspaces including user provisioning, SAML/SSO integration, group management, app installation and governance, channel architecture, workflow automation, and security configurations. Understanding of Slack Connect and cross-workspace collaboration.
Okta Identity PlatformStrong familiarity with Okta as an identity provider platform. Experience with Okta application integration, user lifecycle management, MFA configuration, API implementations, and administrative operations. Valuable for forward-looking architectural decisions and migration planning.
Asset Management & IT Service Management ToolsHands-on experience with asset inventory and tracking systems such as Snipe-IT, Device42, or similar. Familiarity with IT ticketing systems and service management workflows, particularly Slack-native IT service platforms and their integration with helpdesk functions.
AI ITSM & Automation PlatformsExperience with or demonstrated ability to quickly learn AI-powered IT service management platforms including Console.com (ARIA), Risotto, Unthread, or similar Slack-native AI help desk solutions. Comfort using AI tools like Claude, ChatGPT, and other LLM-based assistants for IT operations and automation scripting.
Shell Scripting & Light AutomationProficiency with shell scripting (Bash, Zsh) for macOS/Linux automation and system administration tasks. Ability to write scripts for user provisioning, device configuration, log analysis, and routine maintenance tasks. Comfort learning new automation frameworks and platforms quickly.
Zoom & Video Conferencing AdministrationExperience administering Zoom workspaces including account management, SSO integration, meeting room configuration, security settings (waiting rooms, encryption), user provisioning, and troubleshooting video conferencing issues remotely.
Password Management & Secrets ManagementHands-on experience with enterprise password managers and secrets management platforms such as 1Password, LastPass, or Vault. Understanding of secure credential distribution, vault management, and integration with identity and application platforms.
SOC 2, HIPAA, and ISO 27001 CompliancePractical experience operating IT infrastructure within regulated compliance environments including SOC 2 Type II, HIPAA, and ISO 27001 requirements. Understanding of access control audits, change management processes, evidence collection, segregation of duties, and compliance documentation requirements.
Education
High School Diploma or EquivalentMinimum education requirement. GED, high school diploma, or international equivalent is expected.
IT Certifications (Preferred)Relevant certifications highly valued but not required. Examples include CompTIA Security+, CompTIA A+, Apple Certified Associate (ACA), AWS Certified Cloud Practitioner, or vendor-specific certifications (Rippling, Okta, Google Workspace) demonstrating continuous professional development and expertise validation.
Experience
IT Support & IT Engineering (5-8+ Years)Minimum 5-8 years of progressive IT support, IT engineering, or systems administration experience. Ideally in fast-paced SaaS companies, remote-first organizations, or compliance-driven industries (financial services, healthcare, insurance technology). Demonstrated ability to scale IT operations from small teams to 300+ employees.
Fully Remote Workforce SupportProven track record supporting distributed, geographically dispersed teams entirely through remote channels. Experience diagnosing and resolving complex technical issues without physical device access. Demonstrated competency in remote device logistics including shipping, setup, returns, and asset recovery. Strong ability to build rapport and trust with end users in fully asynchronous, remote-first environments.
Identity Platform Administration at ScaleDemonstrated hands-on experience administering modern identity platforms (Rippling, Okta, Ping, or equivalent) at scale. Experience managing hundreds of users, integrating with 50+ SaaS applications, configuring SCIM provisioning, SSO workflows, and MFA policies. Understanding of how to migrate or evaluate identity platforms.
Modern SaaS Ecosystem AdministrationExtensive experience managing diverse SaaS applications in a modern cloud-first environment. Proficiency administering tools like Google Workspace, Slack, Zoom, 1Password, Notion, and industry-specific applications. Understanding of SSO integration patterns, security best practices, and vendor management.
Endpoint Management & Device Fleet OperationsHands-on experience managing device fleets through modern MDM platforms. Experience with macOS-heavy organizations or transitioning organizations to Apple platforms. Proven ability to orchestrate device provisioning, patch management, compliance enforcement, and coordinating hardware logistics for distributed teams.
IT Automation & Scripting ProjectsDemonstrated history of automating repetitive IT tasks through scripting, workflow automation, and integration tools. Evidence of automation-first thinking and the ability to identify opportunities to replace manual processes with scalable solutions. Experience with infrastructure-as-code approaches or IT operations platforms.
Compliance & Security OperationsWorking experience in compliance-driven IT environments governed by SOC 2, HIPAA, ISO 27001, or similar frameworks. Understanding of access control reviews, audit evidence collection, change management processes, and maintaining IT audit readiness. Experience supporting Security teams with access governance and compliance initiatives.
Skills
Compensation & benefits
Salary
USD 140,000 – 170,000 (annual)
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Assured
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Assured is a software company that provides enterprise security and compliance solutions, helping organizations protect their data and systems. The company offers software tools and services designed to assist businesses in managing security vulnerabilities, ensuring regulatory compliance, and reducing operational risk. Assured serves a broad range of organizations across various industries that require robust cybersecurity and compliance management capabilities.
assured.com
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