Senior IT Engineer

Caylent is an AI-first cloud services company that helps organizations turn ambitious ideas into meaningful business impact. As an AWS Premier Tier Services Partner and a charter member of Anthropic’s Claude Partner Network, we combine deep expertise in AWS, artificial intelligence, and Anthropic’s Claude platform to help customers modernize their technology, build intelligent products, and move AI from experimentation into production. Our capabilities span generative and agentic AI, cloud migration and modernization, cloud-native application development, data and analytics, DevOps, managed services, security and compliance, and customer experience transformation. At Caylent, our people always come first. We are a fully remote global company with employees in Canada, the United States and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity. Come talk to us to learn more about what it means to be a Caylien! The Mission We are seeking a talented Senior IT Engineer to join our growing internal IT team. The right candidate is a highly motivated individual who thrives in a dynamic environment and is passionate about delivering innovative, top-notch IT support and infrastructure solutions. Your mission will be to support and maintain our IT pipeline, strategy, infrastructure, and processes, while identifying and analyzing gaps in key processes to develop effective solutions. As a Senior IT Engineer, you’ll be tasked with managing and monitoring IT issues and requests, ensuring timely troubleshooting and resolution, while providing exemplary service. You will also play a crucial role in the implementation of IT projects, contributing to the design and deployment of new systems and services. You’ll work with the latest tech resources and with technologically-seasoned teammates who are eager to share valuable insights for growth. Your Assignment Manage IT support tickets for internal employees, which includes troubleshooting and fixing issues related to internal IT infrastructure. Lead implementation of IT projects, including the design and deployment of new IT systems and services. Monitor performance of SaaS and IT solutions to make recommendations for improving overall IT infrastructure. Support and maintain IT infrastructure strategy, architecture, and process. Analyze gaps in key processes to help develop solutions for IT needs. Assist with strategies for improving existing IT infrastructure, including testing and optimizing new and existing hardware and software. Your Qualifications Soft Skills Exemplary ability to empathetically communicate IT concepts and methods effectively with internal stakeholders. Excellent project & time management skills, with a strong ability to triage and prioritize. Solid foundational knowledge of IT operations and infrastructure best practices. Excellent working knowledge of computer systems, security, networking, systems administration, databases, and data storage systems. Strong critical thinking and decision-making skills. Experience with hardware procurement processes and logistics best practices for supporting a 100% remote workforce. Technical Skills Extensive experience with ITSM. Knowledge of Atlassian product SKUs, especially Jira Service Management is a plus. Experience with inventory and device management (MDM, EDR, etc.) and hardware policies. Strong technical knowledge in Identity and Access Management (IAM), SSO, and access & license auditing. Knowledge of or experience with Okta or Rippling IAM is a plus. Experience with Google Workspace and its Admin console. Experience with IT systems onboarding and offboarding procedures, including protocols, chain of custody, and logging requirements to follow in specific situations. Experience with documentation and knowledge base development. Notion or Confluence experience is a plus. Working proficiency with AI usa