IT Support Engineer Lead

This position is posted by Jobgether on behalf of a partner company. We are currently looking for an IT Support Engineer Lead in Latin America.

We are seeking an experienced and proactive IT Support Engineer Lead to manage and guide a talented IT support team in a fully remote environment. In this role, you will oversee the resolution of complex technical issues, optimize IT workflows, and ensure seamless internal operations. You will collaborate closely with cross-functional teams, implement IT best practices, and maintain high standards of system reliability and security. This position provides an exciting opportunity to lead IT initiatives, mentor engineers, and make a direct impact on operational efficiency across multiple regions. The role offers professional growth, exposure to advanced IT infrastructure, and the chance to contribute to a dynamic and high-performing team.

• Lead and manage the IT Support Engineers and Technical Support Specialist teams, ensuring timely and effective resolution of IT tickets.
• Provide Tier 3 support for complex technical issues across MacOS and Windows platforms.
• Oversee hardware and software troubleshooting, system maintenance, and access management.
• Collaborate with cross-functional teams, including InfoSec, DevOps, and Engineering, to address broader technical challenges.
• Administer and maintain role-based access controls (RBAC) and Identity & Access Management (IAM) systems.
• Document and streamline IT processes to improve team efficiency and service delivery.
• Conduct root cause analyses to resolve recurring technical issues and implement preventive measures.
• Participate in on-call rotations and support IT projects as assigned by management.

• 10+ years of experience in IT support, systems administration, or related technical roles.
• Minimum 4 years of experience leading IT teams.
• Proven Tier 3 support expertise and OS-agnostic capabilities (MacOS and Windows).
• Strong knowledge of IT workflows, ticketing systems, and process optimization.
• Experience with Identity & Access Management (IAM) and Single Sign-On (SSO) solutions (e.g., Okta, OneLogin, JumpCloud).
• Familiarity with MDM solutions for device management and troubleshooting.
• Understanding of Information Security best practices and data confidentiality.
• Proficiency with administrative and collaboration tools such as Google Workspace, Zoom, Slack, and Jira.
• Industry certifications such as CompTIA or equivalent are a plus.
• Excellent problem-solving, communication, and documentation skills.
• Proactive, detail-oriented, and passionate about supporting teams and delivering high-quality IT service.

• Competitive salary with potential stock grant opportunities depending on role and location.
• Fully remote work with optional access to coworking spaces.
• Inclusive and diverse work environment.
• Professional development and career growth opportunities.
• Flexible schedule with exposure to international teams and global operations.

Why Apply Through Jobgether?

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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