IT Ops Engineer

Overview

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!

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.

• 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

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

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

We’re hiring an IT Operations Engineer to own and elevate the employee technology experience ’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).

• 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…