Identity & SaaS Support Engineer (macOS and MDM solutions)

Please note that this position requires 24/7 support environments, including availability for rotating shifts, weekends, holidays, and on-call schedules as needed.

At Intellias, we're always on the lookout for exceptional talent to join our team in Colombia. Over 20 years of market experience, Intellias brings together technologists, creators and innovators in Europe, North and Latin America, and the Middle East. Join our international team and take the mission to solve the advanced tech challenges of tomorrow!

If you're enthusiastic about contributing your skills and experience to our organization, we invite you to submit your CV for this position.

What we offer you in Colombia

📄 Indefinite contract with Intellias Colombia SAS, payment in COP

🛡️ Health, life, funerary and pet insurance for the employee

🌴 Extra vacation days

✈️ Workation up to 90 days outside Colombia

🏠 100% work from home + internet subsidy

🗣️ 100% English environment

🎁 Recognition: kudos, anniversary & birthday gifts 🎉🎂

Requirements:

• Excellent communication skills in English (B2/C1) Mandatory
• 3+years in a technical support or IT support role with macOS and MDM solutions (e.g., JAMF), device provisioning & lifecycle, administration of SaaS platforms (Google Workspace, Slack, Zoom, Notion, etc.), enterprise SaaS tools (Databricks, Artifactory, Contentful, etc.) and SCIM provisioning, SAML/OAuth debugging.

• Basic knowledge of server hardware, software, and operating systems.
• Practical understanding of ITIL processes (Incident, Problem, Change, Service Request, MIM).
• Proven experience in troubleshooting and problem resolution. Ability to analyse complex technical issues
• Experience with help desk software like Atlassian (Jira, Confluence), Zendesk, Freshdesk, ServiceNow etc.
• Hands-on experience with Okta or similar IdP (SSO configuration, user lifecycle management, MFA troubleshooting)
• Proficiency in managing Slack, Zoom, and Google Workspace at an admin level
• Familiarity with ticketing systems (Jira Service Management preferred)
• Familiarity with GitHub/GitLab, Jira/Confluence (access and configuration)
• Basic knowledge of Networking (DNS, connectivity)
• Strong troubleshooting skills across SaaS, access, and endpoint environments

Good to Have:

• Automation/scripting, security & compliance exposure
• Experience with access governance tools (Opal, Lumos, or similar)
• Familiarity with developer tooling admin (GitHub/GitLab org management, Artifactory, CI/CD basics)
• Experience in a SaaS-heavy tech company environment (30+ tools in stack)
• AWS IAM familiarity (console access, role-based permissions)
• Practical experience with ITIL processes, ability to explain lifecycle of each issue type
• Knowledge of dynamic alerting and anomaly detection in monitoring tools.

Responsibilities:

• Respond to support incidents and service requests via defined communication channels in line with SLAs
• Investigate and resolve incidents, including real-time issues, through structured troubleshooting and log analysis
• Perform advanced technical troubleshooting, including root cause analysis and validation of resolution approaches
• Manage user access requests, including provisioning, deprovisioning, permission changes, and service account/API token setup across multiple SaaS platforms
• Support identity and authentication processes, including troubleshooting SSO, MFA, and OAuth/SAML integration issues
• Administer collaboration tools (e.g., Slack, Zoom, email platforms), including configuration, user management, and issue resolution
• Execute employee lifecycle processes, including onboarding and offboarding (account setup, access revocation, hardware coordination)
• Provide endpoint and hardware support, including macOS troubleshooting, device provisioning, and repair coordination
• Diagnose and resolve incidents, escalating complex issues with proper documentation when needed
• Maintain and update documentation, including runbooks, knowledge base articles, and operational procedures
• Identify opportunities for automation and implement improvements to optimize support processes
• Act as Incident Manager during Major Incidents when required
• Monitor incident trends, gather and report support metrics, and track resolution progress
• Collaborate with external vendors where required to support issue resolution
• Continuously identify and propose improvements to support processes and operational efficiency
• Act as a reliable and customer-focused point of contact, clearly communicating progress, actions, and resolutions