Support Engineer

Devoted Health • Waltham, MA

1d • Hybrid

About The Position

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, take pride in working collaboratively, and possess the patience to communicate effectively with non-technical staff.
• Detail-Oriented & Empathetic: You recognize that a technical hurdle is a barrier to a teammate's success and treat every ticket with a high level of urgency and care.
• Problem-Solver & Adaptable: You possess the skills to diagnose issues while balancing multiple priorities in a fast-paced, evolving environment.

Nice To Haves

• Member Experience Mindset: Prior experience in a helpdesk setting supporting both in-person and remote employees across various 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 entire workforce, whether they are in-office or remote, across ChromeOS and macOS environments.
• SaaS Administration: Learn the administration and maintenance of core tools including Google Workspace, Jamf, Slack, and Atlassian.
• Infrastructure & Presence: Maintain in-office hardware (AV, networking, and peripherals) while staying highly accessible across our virtual support channels.
• Process Improvement: Help streamline IT operations and solutions and maintain knowledge base articles.
• Cross-Functional Collaboration: Partner with internal teams to help bring helpdesk tickets to resolution.
• Secure Environment: Ensure our "digital office" remains organized, secure, and intuitive for all users.

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
• And more....

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed