Identity and Access Management Technician

About the Team The Identity and Access Management team is responsible for ensuring smooth and secure access transitions across Wise. We handle all aspects of managing access rights and are dedicated to providing seamless support to end-users; from onboarding new joiners to resolving application access issues. We work globally across São Paulo, Tallinn, and Singapore, collaborating closely with Engineering and other UT teams. Job Purpose As an Identity and Access Management Technician on the team, you will be frontline support for identity and access management, working with guidance from senior technicians and your team lead. You will help ensure Wisers have the right access to the right tools at the right time - securely and compliantly.

Key Responsibilities: Access Management & Issue Resolution

• Handle support tickets in our Jira queue, including SailPoint access requests, manual provisioning, and access troubleshooting

• Manage access rights for joiners, movers, and leavers, ensuring timely and compliant provisioning and deprovisioning

• Troubleshoot and resolve routine IAM-related issues across platforms such as Okta, SailPoint, Google Workspace, and other integrated services

Documentation & Knowledge Sharing

• Follow existing documentation and processes using our internal wikis, and flag any gaps or outdated content to senior team members

• Create and update basic guides and knowledge base articles for common troubleshooting steps and frequently asked questions

Continuous Improvement

• Identify frequently recurring tickets and signal process improvement areas to senior technicians and leads

• Escalate recurring issues and support senior team members in addressing root causes with Engineering

Collaboration & Communication

• Collaborate with Engineering, and other UT teams

• Communicate effectively with end-users, providing clear guidance and timely updates via Jira, Slack, and other channels

• Observe incident response procedures to develop understanding of major outage workflows and communication protocols.

• Actively seek feedback and mentorship from more experienced team members.

What We're Looking For Required

• Experience in IT support, identity and access management, or a related technical support role

• Basic understanding of IAM concepts: provisioning, deprovisioning, access reviews, and least-privilege principles

• Experience working with ticketing systems (Jira Service Management or similar)

• Developing troubleshooting and problem-solving skills with the ability to resolve routine issues

• Clear and effective written and verbal communication

• Ability to work collaboratively as part of a globally distributed team, seeking guidance when needed

• Customer-first mindset - you genuinely enjoy helping people

• Takes feedback and learning curves well and adjusts accordingly

Nice to Have

• Hands-on experience with SailPoint (Identity Security Cloud), Okta, or similar IAM platforms

• Experience with Google Workspace administration

• Understanding of ITIL fundamentals

• Eagerness to learn and pursue relevant certifications (ITIL Foundation, Okta, SailPoint, Atlassian fundamentals)