Mantle AI, Inc. Service Delivery Engineer I Remote · Contractor Company website

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We formed Mantle to support the life sciences and biotech industry exclusively. True to that mission, nearly 90% of our business sits in these verticals, and that focus shapes how we work with every client. Mantle was founded on a simple observation: biotech companies are increasingly running lean, capital efficient, and milestone-driven operating models, but the technology services available to them have not evolved at the same pace. The name Mantle reflects the role we aim to play. Like the mantle beneath the Earth’s crust, the technology, cybersecurity, AI, advisory, and IT support functions beneath a biotech must be stable, resilient, and built to support everything above them. These functions may not always be the most visible parts of the company, but when they are weak, fragmented, or reactive, the business feels it quickly. Our vision emerged from years of direct operating and advisory experience across the biotech lifecycle. We have seen the same pattern repeatedly: growing biotechs need practical, domain experienced partners who know the business context behind the technology. Furthermore, we have learned the best partner is not always the largest provider or the lowest-cost provider. It is the one that can hit on the aforementioned points as well as remain nimble and pragmatic. Too often, the rigid MSP model falls short of that standard. Many providers can deploy tools, manage tickets, and support commodity systems. Far fewer can connect those activities to the realities of a growing biotech like trust, business partnership, and the need to make pragmatic decisions with limited internal bandwidth. The result is often a familiar cycle in which the same providers bring the same playbooks to the same internal IT problems. The output may look acceptable on paper, but the business still experiences fragmented ownership, limited strategic direction, reactive support, and a lack of true partnership. Mantle was built to close that gap because we believe biotech companies need technology partners with direct biotech experience.

The Role

Our clients rely on small teams to keep their technology working while moving important projects forward. You’ll handle user requests, support onboarding and offboarding, maintain devices and access, and complete defined engineering tasks across several client environments.

You’ll work with experienced engineers and client leaders. We expect you to investigate issues, make progress independently, and ask for help with a clear account of what you found. As you develop, you’ll take ownership of more complex requests and project work.

What You’ll Do

• Resolve support requests involving Windows and Mac devices, accounts, applications, collaboration tools, and connectivity.
• Prepare devices and support employee onboarding, offboarding, and access changes.
• Administer cloud and endpoint platforms such as Microsoft 365, Entra ID, Okta, Intune, and Addigy.
• Investigate recurring problems and help address their underlying causes.
• Complete assigned project tasks, communicate progress, and raise blockers promptly.
• Keep tickets and client documentation accurate and useful.
• Handle client data, permissions, and system changes with care.
• Explain issues and next steps clearly to users and teammates.

What We’re Looking For

• Hands-on experience in IT support, service delivery, systems administration, or a similar role.
• Familiarity with Windows, macOS, Microsoft 365, identity and access, and device management.
• A methodical approach to troubleshooting and the ability to confirm that a solution worked.
• Good judgment about priorities and when to escalate.
• Clear written communication and reliable follow-through.
• Curiosity and the ability to learn unfamiliar systems.
• Availability to work primarily remotely with clients across Eastern to Pacific time zones.

Experience in biotechnology or another regulated environment is helpful, but not required. We care about how you solve problems, work with people, and take ownership.

Growth at Mantle

Success in this role means becoming increasingly effective at resolving issues independently, understanding each client’s environment, and delivering defined engineering work. You’ll learn from senior engineers and take on broader responsibilities as your skills and judgment develop.

How We Evaluate Candidates

Our interviews focus on real situations: how you investigate a problem, communicate with a user, manage competing requests, and decide when to ask for help. Be prepared to walk us through work you’ve done and the decisions you made along the way.