Technology Operations Engineer

Technology Operations Engineer Job Summary

We are seeking a Technology Operations Engineer to join our global Technology Operations team based in Montevideo, Uruguay. This role is responsible for operating and supporting core enterprise platforms , including identity, endpoint management, and access services.

This position functions primarily at a Technology Operations (Tier 3) level , with additional responsibility to provide targeted escalation support , while driving reduction of Tier 2 demand through platform improvements and automation .

Although based in Montevideo, this role is a fully integrated member of a global team , requiring daily collaboration across regions , while also operating independently to own and resolve technical challenges.

This role works in close, ongoing partnership with Information Security , sharing responsibility for enforcing access controls, maintaining endpoint security standards, and supporting a secure, compliant technology environment.

Key Responsibilities

Platform Engineering & Ownership

• Operate and support identity platforms (Entra ID, SSO, MFA, RBAC)
• Manage endpoint platforms (Intune, device compliance, deployment, configuration)
• Support identity lifecycle processes, including provisioning and access management
• Maintain endpoint standards for provisioning, compliance, and lifecycle management
• Support patching, configuration management, and system reliability

Security Partnership & Execution

• Partner closely with Information Security as a day-to-day collaborator on security control implementation
• Implement and maintain access controls, conditional access policies, and device compliance standards
• Participate in security incident response, investigation, and remediation efforts
• Ensure identity and endpoint platforms consistently meet security, audit, and compliance requirements
• Contribute to ongoing improvements in Zero Trust architecture, software-defined networking (SDN), and endpoint security posture

Operational Excellence & Enablement

• Act as escalation point for complex issues related to identity, endpoints, access, and related platform integrations
• Perform root cause analysis and implement solutions to prevent recurring issues
• Develop automation and tooling to improve operational efficiency and consistency
• Improve service desk effectiveness through documentation, workflows, and platform enhancements

Escalation Support & Service Optimization

• Provide targeted escalation support across endpoint, identity, SaaS, and related infrastructure domains
• Drive reduction of Tier 2 support demand through platform improvements, automation, and process design
• Support onboarding, provisioning, and access-related requests when escalated
• Partner with Tier 1 support (internal and MSP) to improve resolution quality and consistency
• Provide guidance and knowledge transfer to service desk engineers

Global Team Collaboration

• Engage in daily collaboration with global Technology Operations and Security teams
• Participate in shared troubleshooting, knowledge transfer, and operational coordination
• Work effectively both independently and as part of a distributed global team

Required Qualifications

• 5+ years of experience in IT systems, platform operations, or advanced technical support
• Experience with modern identity platforms (Entra ID, SSO, MFA, RBAC)
• Experience with endpoint management tools (Intune or equivalent)
• Understanding of access management and identity governance concepts
• Ability to troubleshoot and resolve complex technical issues
• Experience with ITSM tools (e.g., Jira Service Management)
• Strong verbal and written communication skills in English
• Must be legally authorized to work in Uruguay without employer sponsorship

Preferred Qualifications

• Experience working in a global IT environment
• Familiarity with Zero Trust, SDN, or modern network security architectures
• Scripting or automation experience (PowerShell preferred)
• Experience partnering closely with Information Security teams
• Exposure to SaaS platform administration and integrations

Core Competencies

• Strong ownership and accountability
• Ability to work independently while staying aligned with a global team
• Strong collaboration and communication skills
• Focus on problem-solving and continuous improvement
• Ability to balance operational support with platform-focused work

Success Measures

• Reliable operation of identity and endpoint platforms
• Strong alignment with Information Security controls and standards
• Reduction in recurring issues through root cause resolution
• Measurable reduction in Tier 2 support demand through enablement and automation
• Effective participation and collaboration across global teams

This role requires working onsite at our Montevideo office 4 days per week, with one day remote.