Fully remote | Complete engagement job
Founded in Palo Alto by Dr. Andrew Ng and Israel Niezen, Factored helps U.S. companies build and scale world-class AI, ML, and Data teams, powered by the top 1% of LATAM talent, with a defining purpose: To empower brilliant humans, unleash their potential, and amplify their impact in the world.
At Factored, you’ll be part of a community that values learning, ownership, and authenticity, where your growth is personal and your ideas matter. We’re transparent, curious, and collaborative. We strive for excellence, celebrate diversity, encourage curiosity, and build an environment where you can truly thrive.
We are seeking a proactive and detail-oriented IT Operations Engineer to support and scale our IT operations. This role goes beyond traditional helpdesk responsibilities, combining user support, device lifecycle management, IT operations, and compliance (SOC 2) to ensure a secure, efficient, and high-quality technology experience for all employees.
The ideal candidate is hands-on, structured, and passionate about building processes, improving operations, and contributing to a growing IT environment in a fast-paced, remote-first company.
Functional Responsibilities:
- Provide first and second-level support for hardware, software, and access-related issues.
- Manage and resolve requests through Jira Service Management (JSM), ensuring proper ticket handling, prioritization, SLA compliance, and documentation.
- Deliver support to a distributed user base across LATAM, ensuring a seamless and high-quality user experience.
- Troubleshoot and maintain macOS and Windows environments, including remote support tools.
- Configure, deploy, maintain, and repair company devices, ensuring optimal performance and security standards.
- Administer device configurations, security baselines, and software deployment through MDM solutions such as Kandji and JumpCloud.
- Manage device lifecycle and asset inventory to ensure accurate tracking and control.
- Execute onboarding and offboarding processes, including device preparation and account provisioning/deprovisioning.
- Own and execute the device reconditioning process, including secure wipe, reinstallation, MDM enrollment, and preparation for new hires.
- Perform periodic visits to the warehouse to support device logistics, including preparation, validation, and inventory management.
- Manage user access and permissions across systems such as Google Workspace, Microsoft 365, and others, following least-privilege principles.
- Provide support and administration for corporate tools, including Slack, Jira, Zoom, CrowdStrike, VPN solutions, CRM, and other systems.
- Support and execute SOC 2-aligned IT controls, including evidence collection, access reviews, and audit readiness activities.
- Contribute to the implementation and improvement of IT processes related to incident management, change management, and security practices.
- Create and maintain technical documentation, procedures, and contribute to the internal knowledge base.
- Identify opportunities to improve, standardize, and automate IT operations processes.
- Escalate complex issues when needed and collaborate with the IT team to ensure timely and effective resolution.
Qualifications:
- 2+ years of dedicated experience in IT support and operations, with a proven track record of maintaining high system uptime in remote-first and distributed global environments.
- Advanced cross-platform troubleshooting expertise in macOS and Windows environments, ensuring seamless hardware and software performance for diverse user bases.
- Full-stack administration of enterprise productivity suites, including Google Workspace and Microsoft 365, to manage users, security protocols, and collaborative workflows.
- Strategic MDM deployment and management using industry-standard tools like Kandji and JumpCloud to automate device enrollment and enforce security compliance.
- Proficient in IT Service Management (ITSM), utilizing Jira Service Management to streamline ticketing workflows, reduce resolution times, and improve internal service levels.
- Security-first mindset with hands-on experience deploying endpoint protection (CrowdStrike) and managing the full lifecycle of hardware through robust asset management tools.
- Strong communication at an advanced English level (B2+), enabling clear and effective technical support and cross-departmental collaboration.
- Collaborative problem-solver with a focus on meticulous attention to detail, capable of bridging technical gaps between departments to achieve organizational goals.
Nice to Have:
- ITIL Foundation certification.
- Experience working in SOC 2 or compliance-driven environments.
- Experience with automation (scripts)
- Exposure to cloud environments (AWS, GCP, Azure).
Our Benefits:
- Ownership through equity participation.
- Annual company retreat.
- Education bonus for continuous learning.
- Company-wide winter break.
- Paid time off.
- Optional in-person events and meetups.
- Tailored career roadmaps.
- High-performance culture.
At Factored, we believe that passionate, smart people expect honesty and transparency, as well as the freedom to do the best work of their lives while learning and growing as much as possible. Great people enjoy working with other passionate, smart people, so we believe in hiring right, and are very selective about who joins our team. Once we hire you, we will invest in you and support your career and professional growth in many meaningful ways. We hire people who are supremely intelligent and talented, but we recognize that intelligence is not enough. Perhaps more importantly, we look for those who are also passionate about our mission and are honest, diligent, collaborative, kind to others, and fun to be around. Life is too short to work with people who don’t inspire you.
We are a transparent workplace, where EVERYBODY has a voice in building OUR company, and where learning and growth are available to everyone based on their merits, not just on stamps on their resume. As impressive as some of the stamps on our resumes are, we recognize that human talent and passion exist everywhere, and come from many backgrounds, so stamps matter much less than results. All of us are dedicated doers and are highly energetic, focusing vehemently on execution because we know that the best learning happens by doing. We recognize that we are creating OUR COMPANY TOGETHER, which is not only a high-performing fast-growing business but is changing the way the world perceives the quality of technical talent in Latin America. We are fueled by the great positive impact we are making in the places where we do business and are committed to accelerating careers and investing in hundreds (and hopefully thousands) of highly talented data science engineers and data analysts.
In short, our business is about people, so we hire the best people and invest as much as possible in making them fall in love with their work, their learning, and their mission. When not nerding out on data science, we love to make music together, play sports, play games, dance salsa, cook delicious food, brew the best coffee, throw the best parties, and generally have a great time with each other.