Scale Engineer

Senior IT Support Engineer

Senior · Full Time · Remote

Remote · RemoteUSD 140k – 170k3mo ago
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Role

What you'll do.

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.

Responsibilities

  • 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.

Qualifications

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 Administration

    Advanced 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) Protocols

    Strong 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 Security

    Hands-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 Support

    Solid 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 Administration

    Proficiency 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 Administration

    Hands-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 Platform

    Strong 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 Tools

    Hands-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 Platforms

    Experience 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 Automation

    Proficiency 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 Administration

    Experience 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 Management

    Hands-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 Compliance

    Practical 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 Equivalent

    Minimum 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 Support

    Proven 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 Scale

    Demonstrated 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 Administration

    Extensive 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 Operations

    Hands-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 Projects

    Demonstrated 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 Operations

    Working 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.

Compensation

Pay and benefits.

Base·USD 140,000 – 170,000

Full posting

Original listing.

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 (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 (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 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 [email protected] 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.

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