Senior Support Engineer

Job Description

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. 

Your Responsibilities and Impact will include: (6-7 bullets max recommended*)

• 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.

Required skills and experience:

• 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.

Desired skills and experience:

• 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.

Salary Range: $69,607 - $79,551 / year

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• 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

• And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.<