IT Ops Engineer

About Pelago Engineering:

Our engineering team operates as empowered, outcome-oriented problem solvers, working in close partnership with product, design, and clinical teams to improve member outcomes at scale.

As AI transforms how software is built, we are intentionally evolving our development lifecycle so we spend less time on mechanical implementation and more time on system design, judgment, and impact.

How We Work:

• Outcome-driven: Engineers are given problems to solve, not just features to build. Success is measured by learning, impact, and outcomes—not velocity alone
• AI-native: We use AI across the SDLC to accelerate implementation, testing, and review. Engineers focus on defining intent, validating behavior, and designing resilient systems
• High autonomy, high accountability: Teams have real ownership over their domains. With autonomy comes responsibility for quality, safety, and results
• Cross-functional by default: Engineers partner deeply with Product, Design, Data, and Clinical. Discovery, experimentation, and delivery are shared responsibilities
• Quality and safety matter: We build in a regulated, member-impacting domain. Reliability, observability, and correctness are first-class concerns

What You’ll Do:

Instead of task lists, anchor on ownership:

• Own meaningful problem spaces end-to-end, from discovery through delivery and iteration
• Design and evolve systems that support safe, scalable, AI-augmented development
• Use data and experimentation to validate whether solutions actually work
• Collaborate cross-functionally to balance member impact, clinical constraints, and technical tradeoffs
• Shape how we work—our tools, processes, and culture

What We Look For:

We explicitly assess for empowerment:

• You start with "why" before diving into "how"
• You're energized by ambiguity and collaborative problem-shaping
• You use AI to amplify your judgment and move faster on what matters
• You think in systems and anticipate second-order effects
• You want to own outcomes, not just ship features

Overview of the Role:

We’re hiring an IT Operations Engineer to own and elevate the employee technology experience at Pelago. You’ll ensure our team is productive, secure, and well-supported by managing the systems, devices, and processes that power day-to-day operations.

This is a hands-on role spanning IT support, device management, SaaS administration, identity and access management, and security operations. You’ll resolve technical issues, administer core platforms, support onboarding and offboarding, and help maintain our security and compliance posture in a regulated healthcare environment.

As we grow, you’ll play a key role in scaling IT operations: proactively identifying friction, improving workflows, and automating where possible to create a seamless employee experience.

This is a hybrid role with a high-collaboration rhythm (3 days/week in our NYC office).

In this role you will:

• Own 1st and 2nd line IT support end-to-end: triage, diagnose, and resolve employee technology issues across hardware, software, and networking with speed and empathy
• Manage device lifecycle and MDM: configure, deploy, and maintain endpoint devices using MDM platforms (Jamf, Intune, or similar), ensuring consistent security policies and a smooth employee experience from day one
• Administer enterprise SaaS platforms: manage identity, access, and configuration across tools like Okta, Google Workspace, Slack, Zoom, and other business-critical applications
• Drive employee onboarding and offboarding: ensure new hires are productive from their first day and departing employees are securely offboarded, with all access revoked and equipment recovered
• Maintain security and compliance standards: enforce endpoint security policies, manage patching and updates, support audit requirements, and uphold HIPAA and SOC 2 controls relevant to IT operations
• Build and improve IT processes: document runbooks, create self-service resources, and identify opportunities to automate repetitive tasks so the team scales efficiently
• Support office IT infrastructure: maintain networking, AV equipment, and conference room technology in our NYC office to support a seamless hybrid work environment
• Partner cross-functionally: work with Engineering, Security, HR, and Finance teams to align IT operations with broader company needs and growth plans

The background we are looking for:

• 3-5 years of experience in IT operations, systems administration, or corporate IT engineering in a fast-paced technology company
• Strong experience with MDM platforms (Jamf, Intune, Kandji, or similar) for managing macOS and Windows device fleets
• Deep familiarity with identity and access management, particularly Okta or similar SSO/MFA platforms, including provisioning, deprovisioning, and access reviews
• Proven ability to manage and administer SaaS platforms at scale (Google Workspace, Slack, Zoom, Atlassian, etc.)
• Solid understanding of endpoint security, patching strategies, and compliance frameworks (HIPAA, SOC 2) in a regulated environment
• Excellent troubleshooting skills with a customer-service mindset: you treat every employee interaction as an opportunity to build trust and reduce friction
• Experience building IT documentation, runbooks, and self-service knowledge bases that reduce ticket volume over time
• Strong judgment in prioritizing and escalating issues: you know when to fix it yourself and when to loop in the right people

What you’ll love about us:

We have a whole host of perks for our people! From life essentials to nice-to-haves, there are more than a few good reasons to love working with us. We strive to ensure Pelago employees have equitable access to healthcare, wellbeing, time away, and then some.

• Generous and meaningful equity package
• Full Medical, Dental, & Vision coverage
• 401k Plan
• Unlimited PTO Policy, 10 paid holidays, & company wide “Me Time” Days
• Paid maternity, paternity & new parent leave
• Flexible working environment
• Annual Learning and Development stipend to support continued learning and career development
• Wellness Reimbursement Program
• Access to Reproductive & Family Planning Care
• Substance Use Support for employees and family members

At this time, we are unable to offer visa sponsorship for this position.

Please note that Pelago is dedicated to providing accommodations to candidates upon request. If you need accommodations at any point throughout the interview process, please reach out to your recruiter.

Before you apply, see how we build.

We write about our technical decisions, product philosophy, and the real challenges of scaling behavioral health. Read the blog → https://pelagohealth.ai/