Senior IT Engineer

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Oversee IT support tickets for internal staff, including diagnosing and resolving issues related to the internal IT infrastructure.

• Spearhead the execution of IT projects, encompassing the design and rollout of new IT systems and services.

• Assess the performance of SaaS and IT solutions, providing suggestions for enhancing the overall IT infrastructure.

• Aid in the support and maintenance of IT infrastructure strategies, architecture, and processes.

• Identify gaps in essential processes to assist in formulating solutions for IT requirements.

• Collaborate on strategies to enhance existing IT infrastructure, including testing and optimizing both new and current hardware and software.

• Support and uphold the IT pipeline, strategy, infrastructure, and processes.

• Supervise and address IT issues and requests, ensuring prompt troubleshooting and resolution.

• Deliver outstanding IT support and service to internal stakeholders.

⛳️ Requirements

• Exceptional ability to communicate IT concepts and methods empathetically and effectively with internal stakeholders.

• Strong project and time management skills, with a proven ability to triage and prioritize tasks.

• Solid foundational knowledge of IT operations and best practices in infrastructure.

• Proficient understanding of computer systems, security, networking, systems administration, databases, and data storage solutions.

• Strong critical thinking and decision-making capabilities.

• Experience with hardware procurement processes and logistics best practices for supporting a fully remote workforce.

• Extensive familiarity with IT Service Management (ITSM). Knowledge of Atlassian product SKUs, particularly Jira Service Management, is advantageous.

• Experience in inventory and device management (MDM, EDR, etc.) and hardware policies.

• Strong technical expertise in Identity and Access Management (IAM), SSO, and access & license auditing. Familiarity with Okta or Rippling IAM is a plus.

• Proficient experience with Google Workspace and its Admin console.

• Knowledge of IT systems onboarding and offboarding procedures, including protocols, chain of custody, and logging requirements for specific situations.

• Experience in documentation and knowledge base development. Familiarity with Notion or Confluence is a plus.

• Working proficiency with AI applications and knowledge fundamentals (e.g., Claude, ChatGPT, Copilot), especially for enhancing scripting, documentation, and troubleshooting processes.

• Experience with AWS, particularly IAM, AWS Organizations, Route53, S3, EC2, Lambda, and basic knowledge of Cognito.

• Strong understanding of InfoSec best practices and IT Standard Operating Procedures (SOPs).

• Extensive experience with automation tools (iPaaS or scripting): Okta Workflows / Zapier / Workato.

• Proven success in implementing IT initiatives and supporting IT infrastructure rollouts across various technologies.

• 4-6 years of experience in IT Operations.

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience.

• Must have current legal authorization to work in Mexico; Caylent is unable to sponsor visa or work permit applications.

🏝️ Benefits

• 100% remote work

• Medical Insurance for you and eligible dependents

• Generous holidays and flexible PTO

• Competitive phantom equity

• Paid exams and certifications

• Peer bonus awards

• State-of-the-art laptop and tools

• Equipment & Office Stipend

• Individual professional development plan

• Annual stipend for Learning and Development

• Opportunity to work with a remarkable global team and experience an incredible corporate culture