Senior IT Support Engineer

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 preferr