Senior IT Support Engineer

We value diversity — in backgrounds and in experiences. Healthcare is a universal concern, and we need people from all backgrounds and swaths of life to help build the future of healthcare. Clover's engineering team is empathetic, caring, and supportive. We are deliberate and self-reflective about the kind of engineering team and culture that we are building, seeking engineers that are not only strong in their own aptitudes but care deeply about supporting each other's growth.

We are looking for an IT Support Technician, III to join our team. This is a full-time onsite position based in Northwest Houston (77070). You’ll be part of a broader team supporting a wide range of applications and services that empower our employees across the business. This role will serve as an escalation point for our IT service desk and you will partner with the business on key technology initiatives. You will be a friendly face to our users and will deliver solutions while being adaptable to handle complex challenges, processes and situations.

As an Senior IT Support Engineer, you will:

• Troubleshoot and resolve technical issues via phone, ticket queue, video conferencing and in-person channels.
• Field support escalations of varying technical complexity from our users and IT Service Desk team (including software/hardware etc.). 
• Participate in IT Support projects and initiatives including identifying requirements, success criteria and impact to business. 
• Assist with the provisioning and deployment of new hardware and software solutions. 
• Contribute to the knowledge base and assist in operationalizing new processes and procedures.

Success in this role looks like:

• Consistently maintains high first-contact resolution and user satisfaction scores.
• Serves as an advocate for users by providing empathetic, effective, and proactive support across phone, video, and in-person channels.
• Trains and supports new users—including call center staff—ensuring they are equipped to use core systems confidently.
• Demonstrates platform-agnostic support excellence across Mac, PC, and iOS environments.
• Independently resolves complex escalations and improves knowledge base articles to drive self-service success.
• Documents and organizes IT workflows with exceptional attention to detail, ensuring operational transparency and consistency.
• Regularly identifies and implements process improvements or automation that enhance efficiency and user experience.
• Shares insights and learnings with peers to foster a culture of curiosity and technical excellence.

You should get in touch if:

• You have 5+ years of experience working as a senior support engineer or as an L3 escalation point within an IT service desk.
• You are a seasoned SaaS supporter and experienced working in the cloud. We employ many SaaS Solutions like Google Workspace, Slack, Zoom, MS365, ServiceNow, Zscaler, Amazon Connect, etc.
• You have experience with IdP solutions such as Okta.
• You have experience in a call center environment.
• You have experience in design, implementation, and troubleshooting of major business applications and/or processes.
• You have advanced knowledge and skills across a wide variety of IT solutions for businesses.

Benefits Overview: 

• Financial Well-Being: Our commitment to attracting and retaining top talent begins with a competitive base salary and equity opportunities. Additionally, we offer a performance-based bonus program, 401k matching, and regular compensation reviews to recognize and reward exceptional contributions.
• Physical Well-Being: We prioritize the health and well-being of our employees and their families by providing comprehensive medical, dental, and vision coverage. Your health matters to us, and we invest in ensuring you have access to quality healthcare.
• Mental Well-Being: We understand the importance of mental health in fostering productivity and maintaining work-life balance. To support this, we offer initiatives such as No-Meeting Fridays, monthly company holidays, access to mental health resources, and a generous flexible time-off policy. Additionally, we embrace a remote-first culture that supports collaboration and flexibility, allowing our team members to thrive from any location. 
• Professional Development: Developing internal talent is a priority for Clover. We offer learning programs, mentorship, professional development funding, and regular performance feedback and reviews.

Additional Perks:

• Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities
• Reimbursement for office setup expenses
• Monthly cell phone & internet stipend
• Remote-first culture, enabling collaboration with global teams
• Paid parental leave for all new parents
• And much more!

About Clover: We are reinventing health insurance by combining the power of data with human empathy to keep our members healthier. We believe the healthcare system is broken, so we've created custom software and analytics to empower our clinical staff to intervene and provide personalized care to the people who need it most.

We always put our members first, and our success as a team is measured by the quality of life of the people we serve. Those who work at Clover are passionate and mission-driven individuals with diverse areas of expertise, working together to solve the most complicated problem in the world: healthcare.

From Clover’s inception, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths, experiences, perspectives, opinions, and backgrounds, who share a passion for improving people's lives. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employee’s points of view are key to our success, and inclusion is everyone's responsibility.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are an E-Verify company.

A reasonable estimate of the base salary range for this role is $95,000 to $110,000. Final pay is based on several factors including but not limited to internal equity, market data, and the applicant’s education, work experience, certifications, etc.