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 need someone who can handle more than password resets and ticket routing. As a Service Delivery Engineer I, you’ll be a first point of technical support for users and take ownership of common issues across Windows and Mac devices, networking, cloud services, identity systems, and business applications.

You’ll also perform routine cloud and security administration: managing accounts and access, checking device and security status, responding to straightforward alerts, and helping maintain secure configurations. You should be comfortable investigating an issue, explaining what you found, and recognizing when a change or incident needs senior review.

You won’t be expected to know every client system on day one. You should bring a solid technical foundation, curiosity, and the ability to make progress independently while knowing when to escalate.

What You’ll Do

• Resolve user requests involving Windows and Mac devices, Microsoft 365, collaboration tools, business applications, printers, and peripherals.
• Troubleshoot common connectivity issues involving Wi-Fi, VPNs, DNS, DHCP, IP addressing, and internet access.
• Use a working understanding of TCP/IP and basic network components to narrow down where a problem is occurring.
• Support onboarding, offboarding, account changes, access requests, multifactor authentication, and device deployment.
• Perform routine administration in cloud platforms such as Microsoft 365, Entra ID, Okta, and Google Workspace.
• Support endpoint management and security tools, including device enrollment, compliance checks, software deployment, and initial investigation of alerts.
• Review routine security findings, gather relevant evidence, follow established response procedures, and escalate suspected incidents promptly.
• Apply approved access and configuration changes carefully, verify the result, and document what changed.
• Distinguish between device, network, identity, cloud service, and application issues before escalating to a specialist or vendor.
• Complete assigned systems and project tasks, communicate progress, and raise blockers promptly.
• Identify recurring problems and help improve the process or configuration behind them.
• Keep tickets and client documentation accurate, including what you checked, what changed, and the outcome.

What We’re Looking For

• Hands-on experience providing Tier 1 IT support or working in a comparable technical role.
• A solid grasp of Windows and macOS fundamentals and common device, application, and connectivity troubleshooting.
• Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPNs, and basic network troubleshooting.
• Familiarity with cloud administration, particularly Microsoft 365, user accounts, groups, permissions, and licensing.
• Understanding of identity and security fundamentals, including multifactor authentication, least privilege, device protection, and the importance of promptly escalating suspicious activity.
• Ability to use logs, error messages, system settings, and targeted tests to investigate a problem.
• Good judgment about priorities, security, and when a change needs review.
• Clear written communication, useful ticket notes, and reliable follow-through.
• Curiosity and the ability to learn unfamiliar client systems.
• Availability to work primarily remotely with clients across Eastern to Pacific time zones.

Experience with Okta, Entra ID, Intune, Addigy, endpoint security tools, or biotechnology environments is helpful. You do not need experience with every platform we use.

Growth at Mantle

Success in this role means resolving a broad range of common issues independently, understanding how each client’s systems fit together, and completing defined engineering work. You’ll learn from senior engineers and take on broader cloud, systems, and security responsibilities as your skills and judgment develop.

How We Evaluate Candidates

Our interviews focus on practical troubleshooting and judgment. Be prepared to explain how you would investigate a user who cannot access a cloud service, how you would determine whether the cause is their device, network, account, or the service itself, and how you would handle a security concern you encounter along the way.