Job Description:

• Serve as the senior technical escalation point for complex IT and Operational Support issues
• Own difficult incidents from initial investigation through root cause identification, resolution, and follow-up
• Troubleshoot endpoints, operating systems, identity and access, SaaS applications, connectivity, audio/video, peripherals, and related infrastructure
• Diagnose issues involving the Sevaro ecosystem and determine escalation to Product, Engineering, Infrastructure, Security, Compliance, or external partners
• Support clinicians and business teams in a remote-first environment
• Provide clear communication during high-impact incidents affecting clinical or customer-facing workflows
• Coach and mentor IT Support team members on troubleshooting, documentation, and customer communication
• Establish escalation paths and improve the team’s independent problem-solving
• Review recurring support problems and eliminate systemic causes
• Create and maintain runbooks, troubleshooting guides, knowledgebase articles, and SOPs
• Introduce automation and tooling to reduce repetitive work and improve reliability
• Administer and improve endpoint, identity, access, collaboration, and core IT systems
• Support onboarding, offboarding, device provisioning, access changes, and lifecycle management
• Maintain operational controls around user access and device security
• Partner with Security & Compliance on healthcare and data-protection requirements
• Manage third-party technology vendor relationships and technical escalations
• Evaluate and implement new IT tools and systems
• Monitor support trends and identify systemic issues
• Track and coach on response time, resolution time, recurring incidents, escalation volume, and user experience metrics
• Lead or contribute to incident reviews and root cause analyses
• Drive improvements in monitoring, documentation, tooling, and processes
• Build scalable support processes
• Collaborate with Product and Engineering on proprietary platforms and integrations
• Partner with clinical and operational teams to understand workflows
• Translate technical issues for technical and non-technical stakeholders
• Represent IT Operations in cross-functional projects, technology rollouts, and operational readiness efforts

Requirements:

• 5+ years of experience in IT support, systems administration, IT operations, technical support engineering, or a related field, preferably in a healthtech or clinical-facing environment
• Experience operating at a Senior, Lead, or L3 support level, including ownership of complex technical escalations
• Experience with IT Service Management and ticketing platforms
• Strong hands-on troubleshooting across Windows/macOS, iOS and Android, endpoint management, identity and access management, SSO/MFA, SaaS administration, networking/connectivity, audio/video and remote collaboration technology, endpoint security/access controls, and virtual desktop environments
• Experience supporting a remote workforce
• Strong understanding of incident management, root cause analysis, and operational troubleshooting
• Familiarity with HIPAA-conscious IT operations and security practices
• Strong documentation habits and experience developing runbooks, SOPs, or knowledge bases
• Ability to remain organized and effective when priorities change or high-impact issues require immediate attention
• Strong understanding of change management and stakeholder awareness
• Strong sense of ownership through issue resolution
• Excellent written and verbal communication skills
• Nice to have: experience in healthcare, health technology, telemedicine, or another highly regulated environment
• Nice to have: experience supporting physicians or other clinical users
• Nice to have: familiarity with telehealth workflows, EMRs/EHRs, PACS, or hospital technology environments
• Nice to have: experience building automation using scripting, APIs, workflow automation, or endpoint-management tools
• Nice to have: experience supporting a rapidly growing technology company and scaling strategies
• Nice to have: exposure to observability, monitoring, or incident-management tooling
• Must be authorized to work in the United States

Benefits:

• Competitive salary with performance incentives
• Health, dental, and vision insurance
• 401(k) offering with company match
• 100% remote role with technology package provided
• 15 days of PTO and paid holidays
• Generous stock equity offering
• Wellness perks