Pelago is the world’s leading virtual clinic for Substance Use Management. Our program provides guidance, support and treatment for members seeking to overcome their tobacco, alcohol and opioid use. From unhealthy habits to active substance use disorders, Pelago delivers a personalized solution based on individual health, habits, genetics, and goals, providing care for members wherever they might be on the substance use spectrum.
Pelago's suite of virtual services ranges from education, to cognitive behavioral therapy (CBT) to comprehensive medication-assisted treatment (MAT). Pelago enables employers and health plans to deliver accessible, affordable, and effective treatment for substance misuse.
Pelago has scaled to helping hundreds of employers and health plans and has already helped more than 750,000 members manage their substance use better. We have recently closed our Series C and raised over $151m from leading global investors. If you are passionate about making an impact on the health of others, join us and make it happen!
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/
The provided range reflects our US target salary range for this full-time position, which is part of our broader total compensation package, including incentive bonus program, stock options, comprehensive benefits, and incentive pay applicable to eligible roles. Individual pay within the range will vary based on a variety of factors like role-related experience and education, internal pay equity, and other relevant business factors. At Pelago, we are committed to an equitable and fair pay philosophy and review total compensation for our employees at least twice a year.
Base Pay Range
$105,000 - $115,000 USD
