Support Engineer

At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States. And we've just started. So join us on this mission!

Job Description

A bit about this role:
 

As a Support Engineer at Devoted, you will engage with nearly every aspect of our technical operations.

• In this role, you’ll play a vital part in ensuring that our technology empowers Devoted staff to excel in their work. As a front-line support analyst, you’ll assist with a variety of technical challenges, from simple troubleshooting to managing user accounts, all while helping to safeguard our member data and implement new tools.

• We believe in fostering growth, so you’ll have ample opportunities to learn from experienced team members and develop your skills at your own pace. Your contributions will enhance the tech experience for a diverse range of users, from healthcare professionals to software engineers, making a meaningful impact on our organization and the communities we serve.
   

*NOTE: This role requires you to be located in or near Scottsdale, AZ
 

Your responsibilities and impact will include:

• User Support and Issue Resolution: Serve as the first point of contact for technical assistance, diagnosing and troubleshooting hardware, software, and network issues while providing timely support through various communication channels.

• Ticket Management and Documentation: Log and track support requests in a ticketing system, ensuring accurate documentation of issues and resolutions, and contribute to the knowledge base by creating and updating user guides and FAQs.

• User Account and Onboarding Management: Assist with user account creation, modifications, and deactivations, and support the onboarding process for new employees by providing training on company systems and tools.

• Hardware and Software Support: Help with the installation, configuration, and maintenance of computer hardware, peripherals, and software systems, including but not limited to mobile devices and network connectivity solutions.

• Customer Service and Continuous Improvement: Deliver exceptional customer service by proactively following up with users to ensure their satisfaction, and stay updated on technology trends to enhance skills and improve support processes.

Required skills and experience:

• 1-2 years of experience in a helpdesk or tech support role

• Excellent communication and customer service skills

• Familiarity with IT service management tools and software

• Relevant certifications, training, or education in IT support (e.g., CompTIA A+, HDIP, or a degree in a related field)

Desired skills and experience:

• You excel at problem-solving in a fast-paced environment, effectively troubleshooting issues like multi-factor authentication and assessing network needs for small offices while adeptly prioritizing tasks and ensuring complex problems are resolved.

• You possess a foundational technical background, which may include experience with the Linux command line, managing software for multiple users, basic programming skills, and a solid understanding of basic hardware components and troubleshooting techniques.

Salary Range:  $55,000 - $60,000 / year

Our ranges are purposefully broad to allow for growth within the role over time. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• 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....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Healthcare equality is at the center of Devoted’s mission to treat our members like family. We are committed to a diverse and vibrant workforce. 

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.