IT Associate at Cerebral (Remote)

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IT Associate

Our Company:

At Cerebral, we’re on a mission to improve access to high-quality mental health care. We believe that everyone everywhere deserves to get the care they need, and are striving to make care convenient and accessible, while tackling the stigmas that surround mental illness.

Since launching in January 2020, we have gone from a team of 5 to over 4,000 across the United States. With support from investors like SoftBank, Silver Lake, Access Industries, Bill Ackman, WestCap, and others, and impactful leaders like you, we’ll continue to democratize mental health care and double down on clinical quality and deliver exceptional patient outcomes for years to come. With a heavy focus on clinical quality and safety in all that we do, we’ve accomplished excellent patient outcomes:

  • 82% of patients report an improvement in their anxiety symptoms after using Cerebral.  
  • 75% of patients who report improvement in their depression see improvement within 60 days.  
  • 50% of patients who initially report suicidal ideation no longer harbor suicidal thoughts after treatment with Cerebral.

This is just the beginning for Cerebral, and we won’t stop building, growing, and iterating until everyone, everywhere can access high-quality evidence-based mental health care without high costs and/or long wait times. We’re looking for mission-driven leaders who share these values, and we need your help as we transform access to high-quality mental health care in the United States and beyond.

The Role:

  • Identify, triage, and resolve technical and user-related technology and systems issues for clinicians and HQ staff, including: 
    • Efficiently prioritize incident and service request tickets in alignment with defect prioritization system 
    • Troubleshoot simple technical issues with standard and custom applications
    • Escalate issues and incidents to our engineering team for additional support as necessary
    • Resolve login, account, and user-related technology and systems problems  
  • Liaise with third party technology service vendors as needed 
  • Communicate resolution timeline, status and interim protocols to internal clients during technical incidents 
  • Identify issues within the department and create ideas to mitigate any possible issues in the future
  • Take ownership of reported trouble tickets and see problems through to resolution
  • Leverage internal and external resources to identify, troubleshoot, and resolve customer issues
  • Provide prompt, honest, and accurate responses to customers
  • Contribute to internal documentation, including knowledge base articles, videos, and white papers
  • Performs other duties that may be assigned

Who you are:

  • Curious, love to learn and to dig into new technologies, and can pick them up quickly
  • 1+ years in technical support supporting remote customers. Additional training, technical certification, and/or years’ experience may be substituted in lieu of a degree
  • Possess a basic/good understanding of IT, Networking, Systems
  • Completed A+ Certification is recommended
  • Possess solid technical troubleshooting skills
  • Must be available to work weekends for 4 hours per day
  • Experience in Azure AD is a plus
  • Experience in Jira, Zendesk, and Halp a plus 
  • A customer first service mindset
  • Quickly make low-level decisions while being patient and methodical with high-level ones 
  • Curious, love to learn and to dig into new technologies, and can pick them up quickly
  • Must be a U.S. Citizen
  • Pacific Standard Time (PST) zone preferred 

How your skills and passion will come to life at Cerebral:

  • Act as the first point of contact for Cerebral users
  • Explain technical terms to Cerebral users in a simple, understandable way
  • Answer incoming Cerebral users tickets in a courteous and friendly manner
  • Solve a variety of technical issues and escalate tickets if necessary
  • 1st and 2nd level support for Windows/Mac based user applications
  • User management
  • Collaboration on IT projects throughout the life cycle of application programs

Who we are (our company values):

  • Client-first focus - Relentless focus on improving client experience & the quality of care
  • Results and data-driven - Reach goals by making data-led decisions with measurable results
  • Ownership - Accountable for hitting our goals & delivering on commitments
  • High velocity - Strong bias for action, enabling us to quickly adapt & win in a fast-changing market
  • Mission-driven experimentation - Iteratively experiment with new ideas, products, & services to help advance our mission
  • Lead with empathy - Demonstrate the same level of compassion for one another as we show for our clients
  • Deep, hands-on leadership - Leaders stay connected to the details of their operations & believe no task is beneath them

What we offer: 

  • Mission-driven impact:
    • Shape the future of the #1 largest and fastest growing online mental health care company in the world
    • Build a platform that is improving the lives and well-being of hundreds of thousands of people (and counting)
    • Join a community of high achievers who have a passion for promoting mental health
  • Path to develop & grow:
    • Bi-annual performance reviews & opportunities for promotions - as Cerebral grows, so should you. We build your goals together and forge a career path that is right for you
  • Remote-first model: Work virtually from anywhere in the US
  • Competitive compensation & benefits:
    • Total compensation includes equity/stock options
    • Medical, Dental, Vision, Life Insurance, and 401k provided to all employees
    • Unlimited PTO - we encourage taking the time you need to relax and recharge
    • Top-tier wellness benefits and perks, including bi-quarterly mental health days (8 per year), No-Meeting-Wednesdays, holistic monthly wellness stipend, and access to on-demand health & wellness content
    • $200 WFH reimbursement
  • Culture & connectivity:
    • Virtual social events (e.g., happy hours) enable us to build a sense of community and connect on a more personal level
    • Monthly peer-to-peer recognition allowance via Bonusly allows team members to reward one another for values-aligned contributions
    • Optional in-person company retreats provide an opportunity to augment team-building and celebrate our successes together

Cerebral is committed to bringing together humans from different backgrounds and perspectives, providing employees with a safe and welcoming work environment free of discrimination and harassment. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our workplace.


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • React NativeLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • PlaywrightFrameworks
    • Ruby on RailsFrameworks
    • AWS (Amazon Web Services)Frameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • SnowflakeDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • HeapAnalytics
    • Kameleoon AB testingAnalytics
    • FigmaDesign
    • MiroDesign
    • AsanaManagement
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • DocuSignCRM
    • IterableCRM

An Insider's view of Cerebral

What are some social events your company does?

Cerebral is constantly working to improve & deepen our culture & employee engagement through a variety events. Our teams met for the first ever in-person retreat in March. 250+ team members came together to work, grow & celebrate the successes of our teams. We also have quarterly meetups for 12+ cities around the country, sponsored by Cerebral.

Meredith

People Operations

What are some things you learned at the company?

With no deep experience in tech, I am loving being able to dive more into this space and focus my efforts on how I can leverage learning and development to help support our R&D team, enhance their already amazing skill sets, and ensure their careers and opportunities at Cerebral are robust, meaningful, and help support our mission.

Gen

Learning & Development

How do your team's ideas influence the company's direction?

Cerebral is a tech company. Our vertically integrated care system includes all homegrown tech, including a mental health focused EMR, corresponding patient portal, and associated internal tools. Our tech team (product, eng, data, design) are the backbone to this care system, and we are shaping our company offerings to better serve our patients!

Sarah

Head of Engineering

How does your team reward individual success?

Cerebral greatly rewards employees taking individual ownership. If you can make positive impacts on the lives of many users, you will be rewarded. Employees often move to different departments or receive higher-level positions within the same department. It just requires being data-driven and getting real results.

Alex

Performance Marketing / Founding Team Member

What are Cerebral Perks + Benefits

Culture
Volunteer in local community
HQ-wide International Volunteer Day (December 5th) to engage communities and give back to organizations that positively impact people's lives.
Diversity
Documented equal pay policy
Highly diverse management team
Among our providers, 75 percent are female and 45 percent identify as African American, Hispanic or Asian. Our executive leadership team is 45 percent female.
Unconscious bias training
Diversity Employee Resource Groups
Cerebral currently has Pride, Multicultural and Women Employee Resource Groups to promote inclusion and support affiliation across diverse groups.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Employees receive a monthly reimbursement of health & wellness related expenses via Joon. Access to quarterly wellness challenges as well as 24/7 on-demand wellness courses via Wellable.
Mental Health Benefits
Bi-quarterly mental health days (8 days per year). Beginning in Q3, we will be providing all HQ Ops employees 100 percent coverage of Cerebral's mental health services.
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Paid industry certifications

Additional Perks + Benefits

We prioritize the mental health and wellbeing of our employees just as we prioritize exceptional care to our clients.

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