IT Support Engineer

About Solace

Healthcare in the U.S. is fundamentally broken. The system is so complex that 88% of U.S. adults do not have the health literacy necessary to navigate it without help. Solace cuts through the red tape of healthcare by pairing patients with expert advocates and giving them the tools to make better decisionsand get better outcomes.

Were a Series C startup founded in 2022 and backed by Inspired Capital Craft Ventures Torch Capital Menlo Ventures Signalfire and IVP. Our U.S. based team is lean mission-driven and growing quickly.

Solace isnt a place to coast. Were here to redefine healthcareand that demands urgency precision and heart. If youre looking to stretch yourself sharpen your edge and do the best work of your life alongside a team that cares deeply youre in the right place. Were intense and we like it that way.

Read more in our Bloomberg funding announcement here.

About the Role

Were seeking an IT Support Engineer to own Tier 1 and Tier 2 support during a period of rapid growth. This role will be the frontline of our IT function handling day-to-day support requests while also diving deeper into more complex system access and device issues.

Youll be the person our team turns to when something breaks when someone needs access or when were evaluating whether a new tool will actually work in our environment. From shipping a new hires laptop and provisioning accounts to troubleshooting authentication failures or resolving endpoint management issues youll ensure our internal technology runs reliably and securely.

This is a hands-on role with real ownership: youll triage resolve and escalate appropriately while helping us build better systems and processes along the way.

Location

This job is a hybrid role with the in-office portion in Redwood City CA 3 days a week.

What Youll Do

• Provide Tier 1 and Tier 2 technical support via helpdesk Slack and other remote-support tools.

• Troubleshoot and resolve hardware software and connectivity issues on macOS Windows and mobile platforms.

• Manage user onboarding and offboarding including device setup account provisioning and permissions through tools such as Google Workspace Okta and 1Password.

• Support and maintain Slack Zoom and other applications used across the organization.

• Administer device management and endpoint-security tools.

• Maintain the companys hardware inventory asset tracking and license management systems.

• Collaborate with the Security team to ensure adherence to security policies including MFA patching and access-control requirements.

• Document troubleshooting procedures IT workflows and user guides in the internal IT & Security Wiki.

• Assist with network and office infrastructure support where applicable including printers routers and A/V systems.

• Participate in IT projects and process-improvement initiatives as assigned.

What You Bring to the Table

• 3 - 6 years of experience in IT support helpdesk or systems administration

• Strong knowledge of macOS and Windows operating systems.

• Demonstrated experience with cloud-based SaaS applications.

• Strong Tier 1 and Tier 2 support experience.

• Familiarity with identity and access management (IAM) tools MDM systems and ticketing platforms.

• Fundamental understanding of networking concepts including VPN DNS Wi-Fi and IP configuration.

• Excellent troubleshooting communication and interpersonal skills.

• Experience supporting a distributed or hybrid workforce.

• Working knowledge of cloud environments (AWS GCP or similar).

• Relevant certifications such as CompTIA A Network or equivalent.

Applicants must be based in the United States.

Up for the Challenge

We look forward to meeting you.

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Required Experience:

IC