高级IT支持工程师
Senior IT Support Engineer
Assured 正在致力于现代化保险行业。理赔处理（即我们是否应该支付这笔索赔？）虽然经常被忽视，却是整个行业的基础。目前这一过程高度依赖人工，涉及电话、传真和直觉判断，每年耗费数十亿美元。我们可以做得更好。
在 Assured，我们为大型保险公司提供软件解决方案，帮助他们在技术驱动的现代世界中取得成功。从自助理赔软件到后端欺诈检测，我们是为全球一些最大的保险公司提供理赔处理动力的引擎。
我们面临的挑战深刻而多样，从为最紧张和脆弱的索赔人创造提供舒适和清晰度的数字体验，到在数十亿美元的理赔支付上协调大规模的机器学习驱动决策。在 Assured 的生活充满活力、协作和成就感。
我们正在寻找一位高级 IT 支持工程师，以帮助推动 Assured 的 IT 运营发展。向 IT 经理汇报，您将负责一个完全远程团队的日常支持和系统，主导员工入职和离职流程，并与 IT 和安全团队合作，确保我们的环境可靠、合规且易于使用。您需要具备身份管理、终端设备和 SaaS 管理方面的专业知识——同样重要的是，您需要具备**以人工智能为导向的思维**：我们正在打造一个 IT 功能，其中 AI 和自动化将承担繁重工作，让团队能够专注于更高价值的工作。
### **您将…**
👨💻 **用户支持与 IT 运营** – 作为**完全远程、分布式团队**的高级支持点。通过 Slack、Zoom 和远程屏幕共享工具提供高质量、及时、富有同理心的支持——没有现场办公桌，也没有本地支持人员。负责跨 macOS（主要）、Windows、Linux 和移动设备的复杂故障排查。
🗣️ **入职与离职管理** – 负责用户全生命周期：账户创建、组成员管理、设备配送和注册，以及清理离职流程。与人力资源运营和安全团队持续优化流程。
🔐 **身份与访问管理** – 在**Rippling（我们的核心 IDP 和 MDM）** 上管理身份架构——SCIM 连接、组、工作流、SaaS 环境中的 SSO/MFA 配置。**Okta** 经验是一个强有力的加分项，因为我们正在评估身份架构的未来发展。
💻 **设备与终端管理** – 通过 Rippling MDM 管理我们的以 Mac 为主的设备群：注册、配置文件、补丁更新、配置等。
查看英文原文
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.
**⏰ Working Hours:** Must be located in or able to work consistent daily hours matching the **Eastern Time Zone (EST/EDT)**.
_**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._