IT Support Engineer

About Suki AI
Suki is at the forefront of healthcare technology, dedicated to alleviating physician burnout through our advanced, AI-powered voice solutions. Our mission is to make healthcare technology invisible and assistive, allowing doctors to dedicate their full attention to patient care. We are a team of passionate technologists, clinicians, and industry experts driven by the challenge of solving complex problems in medicine. With a strong presence in both the United States and India, we are a collaborative and agile team making a significant impact.

The Role: What we want to accomplish and why we need you.
Suki is building a 24/7 "follow-the-sun" IT organization. We are looking for an autonomous, highly organized IT Support Engineer to act as the primary owner of US daytime IT operations. Reporting to the IT Lead in India, you will serve as the "air traffic controller" for the US teamduring PST hours.You will manage complex SaaS identities and HR-to-IT pipelines, enforce strict security compliance via Vanta, and act as the primary liaison holding our US-based Managed Service Provider (MSP) accountable for physical hardware logistics. Because you will be working while your manager is offline, this role requires high autonomy, excellent judgment, and the confidence to strictly enforce IT SLAs.

What You Will Do:
● Identity, HRIS & SaaS Management
○ Serve as the primary administrator for Okta and Google Workspace, managing access requests, password resets, and MFA troubleshooting for US employees.
○ Execute flawless, SLA-driven employee onboarding and offboarding workflows integrating BambooHR, Okta, Jira, and Torii.
○ Manage seat allocation, limits, and access requests for our AI tooling suite (Claude, Cursor, Gemini, Rovo, and Slack AI).
○ Administer day-to-day operations for core dev and productivity tools including Atlassian/Jira, GitHub, 1Password, and Slack.

● Security & Compliance Operations
○ Support the Security team by executing continuous SOC2, HIPAA, and HITRUST controls via Vanta, including quarterly User Access Reviews (UAR).
○ Perform daily triage of SIEM and email security alerts, escalating critical anomalies to the Security Pod.
○ Ensure all endpoints are compliant with internal zero-trust policies (Crowdstrike Falcon Complete, ThreatLocker) before granting network access.

● Device Management & Provisioning
○ Manage our macOS and Windows fleet globally using our MDM (Hexnode) and Apple Business Manager.
○ Support the ongoing rollout and policy enforcement for field laptops.

● US MSP & Vendor Coordination ○ Act as the primary bridge between Suki employees and our US-based MSP. ○ Triage incoming US helpdesk tickets via Slack (#ask-helpdesk) and Jira: resolve SaaS/Identity issues directly, and route physical hardware or on-site networking escalations (Meraki/Wiline) to the MSP. ○ Monitor the MSP’s ticket queue to ensure they are meeting their contractual SLAs (e.g., 2-hour response for high-priority hardware logistics) and escalate breaches to management.