IT Support Engineer

About the role

This position establishes foundational responsibilities for a technology role within a fast-growing startup. The individual will help construct a structured IT program while operating in a remote setting that includes colleagues in New York City and San Francisco. Data protection remains a priority through consistent policy execution during Pacific Standard Time work periods. The role requires a proactive mindset focused on maintaining system integrity and availability for distributed teams. You will act as a critical liaison between technical infrastructure and end-user needs. Success in this position is defined by your ability to resolve issues efficiently and maintain a secure operational environment.

Key facts

What you'll do

• Architect and maintain a user-friendly technical environment that minimizes operational friction for distributed team members across varying time zones.
• Serve as the primary escalation point for IT issues during the west coast business day, ensuring continuity for staff located in New York and San Francisco.
• Orchestrate the complete device and account lifecycle, managing onboarding procedures for new hires and offboarding protocols for departing employees.
• Implement and rigorously enforce security policies across identity platforms like Okta, communication suites like Slack, and productivity suites like Google Workspace.
• Automate repetitive service requests and administrative tasks using workflow engines such as Okta Workflows and Slack Workflows to improve team efficiency.
• Deploy a Slack-based ticket intake framework to standardize response coordination and provide transparent tracking of case progress for all stakeholders.
• Monitor and report on security and compliance metrics using external validation platforms aligned with Vanta or Drata to satisfy regulatory requirements.
• Provide comprehensive support for Apple devices utilizing Iru or Jamf, handling mobile device policy enforcement and lifecycle management for remote staff.
• Investigate and troubleshoot complex technical issues, identifying root causes and implementing sustainable solutions that prevent future recurrence.
• Contribute to the documentation of IT processes and standard operating procedures to ensure consistency and knowledge retention within the team.
• Collaborate closely with cross-functional partners to gather requirements for new technology initiatives and infrastructure improvements.
• Maintain up-to-date knowledge of security threats and vulnerabilities relevant to the tools and platforms used within the organization.
• Prioritize service requests based on impact and urgency, balancing multiple demands in a fast-paced startup environment.
• Act as an advocate for the employee experience, seeking continuous improvements to the tools and support provided by the IT function.

Requirements

Candidates must possess two or more years of professional experience in IT support or operations with a demonstrated focus on user satisfaction and service excellence. Success is mandated both when working autonomously on complex tasks and while actively collaborating within a structured team environment, including coverage responsibilities for the later part of the workday. You must have hands-on, direct experience administering identity and communication systems such as Okta, Google Workspace, and Slack at an operational level. Familiarity with Apple hardware ecosystems and Mobile Device Management solutions is a necessary requirement for effectively managing devices across a distributed and remote staff population. A strong understanding of security fundamentals and data protection principles is essential for performing the core duties of this position. You must be legally authorized to work in the United States without requiring sponsorship for this role at this time. The standard work schedule of 8:00am to 5:00pm Pacific Time must be adhered to consistently to ensure proper collaboration and coverage.

Nice to have

Experience with automation frameworks, IT ticketing systems, and security or compliance platforms is preferred for candidates seeking to excel in this role.

Practical notes

This engagement is a full-time position requiring availability during Pacific Standard Time business hours. Remote work is officially permitted within the United States only. Compensation details, including the precise equity grant and specific benefits configurations, must be verified on the official application portal. Prospective candidates are advised to Compensation and benefits

The base salary range for this position is set between $85,000 and $115,000. Equity participation is available for this role, providing an ownership interest in company initiatives and long-term value creation. Actual total compensation may differ based on relevant experience, demonstrated skills, professional competencies, and industry certifications such as CompTIA or Apple accreditation. Comprehensive health, dental, and vision coverage applies to employees and their qualified dependents, ensuring access to essential medical services. High deductible health plan options with Health Savings Account features are available for employees who prefer tax-advantaged healthcare financing. A Flexible Spending Account is included in the benefits package to assist with eligible dependent care and medical expenses. Additional offerings include a 401(k) retirement program with potential employer matching, paid vacation time to support work-life balance, and 16 weeks of paid parental leave to support growing families. Remote work is officially permitted within the United States, allowing for flexibility in work location.

Diversity commitment

Pomelo Care is dedicated to identifying and hiring professionals who can best serve a diverse patient population. The organization values varied perspectives related to race, age, sexual orientation, gender identity and expression, national origin, religion, disability status, and military background, ensuring that the team reflects the communities they serve.

Application details

Please verify all information on the official application portal to ensure your submission is complete and accurate. It is critical that all requested documents and information are provided through the designated channel.