Senior Support Engineer
About The Position
This role requires you to be in our Waltham, MA headquarters 1-2 days a week. Working remotely the others days and there may be weeks where we ask you to come in more than the 1-2 days. A bit 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.
Requirements
- A "People Person" First: You genuinely enjoy helping others, taking pride in being the person with the answers, and delivering them with patience and excellent communication skills to work effectively with non-technical staff.
- Detail-Oriented & Empathetic: You understand that a technical issue is a barrier to a teammate doing their best work and treat it with a high level of urgency.
- Expert Generalist & Technical Proficiency: You have hands-on experience with Google Workspace, Jamf, and Atlassian. You have experience supporting ChromeOS and managing enterprise devices, using these tools to create a frictionless work experience for all.
- Problem-Solving & Adaptability: You have strong analytical skills to diagnose and fix complex technical issues and the ability to balance multiple priorities and adapt to changing needs.
Nice To Haves
- Member Experience: You have worked in a helpdesk setting before with in person or remote employees supporting SaaS tools
- User-Centric Approach: A proven ability to put yourself in the shoes of the person you are supporting to provide a seamless, high-quality experience.
Responsibilities
- Universal Support: Provide technical support for our workforce, regardless of location (in-office or remote) for our Chrome OS/MacOS environments.
- SaaS Administration: Administer and maintain core tools like Google Workspace, JAMF, Slack, and Atlassian, ensuring our "digital office" is organized, secure, and easy to navigate.
- Infrastructure & On-Site Presence: Support and maintain in-office hardware (AV, networking, and peripherals) while maintaining a strong, accessible presence in our virtual support channels.
- Project & Process Improvement: Work on technical projects to streamline IT operations, expand support initiatives, and research and develop solutions to automate tasks and enhance IT service delivery.
- Cross-functional Collaboration: Work with various internal teams to resolve technical challenges and support broader company goals.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
