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