Engineer II – IAM Technologies

Role Summary

The Engineer II – Client Technology provides advanced engineering support across a broad range of technologies and platforms. This role plays a critical part in anticipating and resolving escalated technical issues and ensuring the reliability and performance of end-user technologies.

Responsibilities

• Diagnose and resolve complex hardware, software, and application issues, ensuring minimal disruption to business operations
• Proactively ensure user devices are secure, compliant, and performing efficiently, regularly coordinating upgrades, patches and refreshes
• Leverage diagnostic tools, monitoring platforms and system logs to identify and troubleshoot issues
• Engineer, analyze, configure, implement, and maintain technology tools and solutions
• Work closely with stakeholders to understand their technology needs and deliver solutions
• Continuously evaluate user needs, proactively designing and implementing strategies that support updated, high-performing user technologies and create a positive user experience
• Collaborate with cross-functional teams to implement and validate solutions as needed
• Understand and support specialized business use cases of client technologies
• Access and manage systems via administrative consoles with elevated privileges
• Create documentation for technical solutions, deployment procedures, and automation scripts
• Provide product training to internal support staff on relevant technologies

Qualifications

• High School diploma and 9 years of experience; or
• Associate’s degree and 7 years of experience; or
• Bachelor’s degree and 5 years of related experience; or
• Equivalent combination of education and experience.
• Technical certification may be required
• Proven experience analyzing and solving complex technical problems on a broad range of technology platforms
• Experience implementing engineering solutions to client technology issues
• Familiarity with administrative consoles and elevated system access
• Experience working in Agile environments and using ticketing systems (e.g., JIRA, JSM)
• Experience delivering an exceptional client experience
• Proven experience providing advanced level engineering support

Skills

• Proven ability to use engineering practices and principles to resolve technical issues in an IT environment
• Advanced knowledge of troubleshooting and maintaining client technologies
• Ability to resolve complex technical issues and contribute to process improvements
• Ability to work independently and exercise sound judgment
• Experience with scripting or automation tools to streamline tasks and workflows
• Ability to proactively seek out areas of improvement and drive solutions
• Effective communication with cross-functional teams and end users
• Ability to document solutions and contribute to knowledge bases
• Strong knowledge of product-centric and agile framework models

Education

• Not specified beyond the Education/Experience/Knowledge & Skills section

Additional Requirements

• Our office is a modern, open-plan space that fosters collaboration and creativity. Teams work closely together, sharing ideas and solutions in a supportive atmosphere. We provide all necessary equipment, including dual monitors and ergonomic chairs, to ensure a comfortable workspace.
• May require lifting equipment up to 25 lbs.
• Occasional travel (5–10%)
• Troubleshoot and resolve user access issues related to Okta Biometric MFA, including login failures, password resets, and profile updates
• Monitor Okta system health and performance, analyzing logs and proposing operational efficiencies such as automations and workflows