This is a hybrid position based out of our Boston Office.
Gradient AI:
Gradient AI is a leading provider of AI solutions for the Group Health and P&C insurance industries. Our solutions improve loss ratios and profitability by predicting underwriting and claim risks with greater accuracy, as well as reducing quote turnaround times and claim expenses through intelligent automation. Gradient AI’s SaaS platform leverages a vast industry data lake comprising tens of millions of policies and claims, providing insurers with high resolution, data-driven insights. Customers include some of the most recognized insurance carriers, MGAs, MGUs, TPAs, risk pools, PEOs, and large self-insured employers across all major lines of insurance. Founded in 2018, Gradient has experienced strong growth every year, and recently raised $56 million in Series C funding from top Insurtech investors.
About the Role:
The Senior IT Systems Engineer will provide technical assistance to all Gradient AI staff, including the installation, upgrade, and troubleshooting of hardware and software applications and ensure the organization’s critical data and systems remain safe and intact. This role needs to be in Boston to help us support the office hardware (laptops, conference room equipment), networking and initiatives. This person will also service external customers using our enterprise SaaS solutions.
How you will make an impact:
- Internal Helpdesk, Tier-1
- Set up computers/applications and onboard new Gradient AI employees
- Respond to service requests through our ticketing system, email, in person, or via slack for troubleshooting and technical support
- Manage company tools, software and hardware as needed
- Maintain hardware inventory, ordering and shipping
- Anticipate and report the cost of replacing or updating computer items
- Internal Helpdesk, Tier-2
- Implement integrations between tools in our tech stack (Slack, Okta, Jamf, Lattice, etc)
- Assist in researching security alerts and incidents
- Evolve and help automate processes to streamline daily operations
- External Helpdesk (direct customer interfacing)
- Triaging client issues with our SaaS applications
- Hosting & coordination of incident escalation calls, paging on call resources
- Monitoring workflows, real time applications and infrastructure
- Updating documentation to streamline daily operations
Skills needed to succeed:
- 4+ years' experience in a desktop support/business applications role or similar
- Excellent customer service skills supporting internal and external customers
- Experience supporting MacOS and Windows hardware is required
- Experience managing business applications like Okta, AWS Workspaces, Microsoft365+Teams, Slack, Zoom, SharePoint, or similar
- Experience scripting (e.g. bash, Powershell, etc) is a plus
- Excellent troubleshooting abilities
- Outstanding problem-solving and critical thinking skills
- Good organization, time management, attention to detail, and prioritization
What We Offer:
- A fun, team-oriented startup culture.
- Generous stock options - we all get to own a piece of what we’re building.
- Unlimited vacation days.
- Flexible schedule that supports working from home.
- Full benefits package includes medical, dental, vision, 401k, paid paternal leave, and more.
- Ample opportunities to learn and take on new responsibilities.
We are an equal opportunity employer.
