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.
