Digital Workplace Agency Technical Engineer

Guardian Life Insurance • New York, NY

1d • $105,520 - $173,350 • Hybrid

About The Position

The Digital Workplace Agency Technical Engineer owns the end-to-end digital workplace experience for Guardian’s agency field force, supporting approximately 6,000 agency brokers and staff who access Guardian applications and services through the agency portal from personal, unmanaged devices. The role spans agency access, device compliance, Microsoft 365 services, Workplace technologies, complex technical support, and the overall service experience for this user population.

This is a hands-on player-coach role that combines technical engineering, business relationship management, and leadership of a small team of approximately one to three onshore and offshore resources. The engineer personally leads complex troubleshooting, root-cause analysis, escalations, solution design, testing, and continuous improvement while providing direction and leadership to the team.

The role also serves as a technical account manager for Guardian’s largest agencies, building relationships with agency leaders, understanding their business and technology needs, and representing those needs across Guardian Technology. It maintains a continuous improvement backlog and strategic roadmap for the agency digital experience, drawing on field feedback, support trends, experience data, and emerging technology. The position is hybrid, with three days per week in Hudson Yards, NY, and may require travel up to 25% based on business need. Leadership and technical support outside standard business hours, including nights and weekends, may be needed for major incidents, critical implementations, technology changes, or other business-critical activities.

Requirements

• At least 10 years of experience in Digital Workplace, end-user computing, infrastructure engineering, enterprise technology, or related technical disciplines, including at least 3 years in a lead or senior technical capacity.
• Ability to operate as a player-coach, balancing hands-on technical responsibilities with leadership, mentoring, and development of technical resources.
• Experience leading or coordinating onshore and offshore technical resources in a distributed delivery model.
• Ability to troubleshoot complex technical problems, determine root cause, implement immediate remediation, and develop sustainable long-term solutions.
• Strong hands-on experience with Microsoft 365 administration and enterprise Digital Workplace technologies.
• Experience supporting identity, access, licensing, configuration, and technology services for external, partner, or other non-traditional user populations.
• Experience with device posture, endpoint compliance, conditional access, or related security technologies, including challenges of securing devices an organization does not own or manage.
• Strong identity and access management knowledge, including single sign-on, multifactor authentication, and federated access patterns.
• Experience as an application or service owner, including vendor management, lifecycle management, roadmap development, service management, and continuous improvement.
• Strong technical and business acumen, with the ability to translate among business requirements, customer experience, technology architecture, and operational execution.
• Strong critical thinking and problem-solving skills, including independently analyzing ambiguous or unfamiliar problems and developing practical solutions.
• Ability to establish trusted business-partner relationships and credibly represent technology to senior leaders, agency principals, vendors, and external partners.
• High emotional intelligence and strong written and verbal communication skills, including the ability to navigate challenging conversations and high-pressure situations.
• Strong customer-service orientation and demonstrated commitment to improving the end-user experience.
• Experience leading complex technology escalations for a defined user population or client base, including communication with senior stakeholders during active issues.
• Experience using experience monitoring, telemetry, support analytics, or similar data to identify trends and prioritize improvements.
• Experience designing and operating support models spanning engineering teams, Service Desk organizations, offshore resources, vendors, and third-party partners.
• Ability to balance reactive support, hands-on technical engineering, relationship management, people leadership, and strategic delivery in a fast-paced environment.
• Curiosity, a continuous-improvement mindset, and demonstrated ability to independently learn technologies and rapidly develop expertise in unfamiliar areas.
• Flexibility to work outside standard business hours, including nights and weekends, when needed for critical incidents, implementations, or planned technology changes.
• Ability and willingness to travel to Guardian, agency, vendor, and partner locations as required, up to 25%.
• Legally authorized to work in the United States without requiring employer visa sponsorship now or in the future.

Nice To Haves

• Experience within insurance, financial services, or another regulated industry.
• Familiarity with agency, broker, or independent distribution models.
• Relevant Microsoft, security, IT service management, or continuous improvement certifications.

Responsibilities

• Own the end-to-end digital workplace experience for agency users accessing Guardian applications and services from personal, unmanaged devices.
• Serve as the primary technical account manager and trusted technology partner for Guardian’s largest agencies, building relationships with agency leadership and understanding their needs and priorities.
• Personally troubleshoot complex technical issues, perform root-cause analysis and testing, design solutions, and implement remediation when necessary.
• Lead agency technology escalations end to end, coordinating appropriate teams and maintaining accountability for resolution and communication with impacted agencies.
• Identify and remove friction in how agency users request, receive, maintain, and recover access to Guardian applications and technology services.
• Serve as application owner for Venn OS33 and maintain device compliance standards for agency access while balancing security requirements with usability.
• Own and support Microsoft 365 services for the agency population, including access, licensing, configuration, enablement, and the supporting service model.
• Drive enablement and adoption of Digital Workplace technologies, including Microsoft 365, collaboration, AI, endpoint, and emerging Workplace capabilities.
• Establish regular engagement and business reviews with key agencies to discuss experience trends, technology concerns, open issues, service performance, and roadmap priorities.
• Translate agency feedback and business requirements into technical requirements and improvement opportunities across Digital Workplace, Security, Identity, Architecture, Service Desk, and other technology teams.
• Use experience monitoring, telemetry, support analytics, and field feedback to identify recurring problems and emerging experience issues.
• Identify opportunities for automation, self-service, process simplification, and technology improvements that reduce effort for agency users and internal support teams.
• Develop and maintain a continuous improvement backlog and strategic roadmap for the agency digital experience.
• Drive training and enablement for Service Desk analysts and agency users, improving documentation, education, automation, and support processes based on recurring issues.
• Partner with Service Desk leadership to strengthen support models, improve knowledge and escalation paths, increase first-contact resolution, and reduce transfers between teams.
• Lead, mentor, and develop approximately one to two onshore and offshore technical resources while remaining actively engaged in hands-on technical work.
• Provide technical direction and establish accountability across engineering teams, offshore resources, vendors, and technology partners supporting the agency experience.
• Partner with Security, Identity, Architecture, Engineering, and business teams to ensure agency solutions are secure, scalable, supportable, and aligned with enterprise technology strategy.
• Monitor emerging Digital Workplace and AI technologies and identify opportunities to improve the agency experience.
• Travel to Guardian, agency, vendor, and partner locations as business needs require, up to approximately 25%.
• Provide leadership and technical support outside standard business hours, including nights and weekends, as needed for major incidents, critical implementations, technology changes, or other business-critical activities.

Benefits

• Guardian describes its benefits and resources as contemporary, supportive, flexible, and inclusive; benefits apply to full-time eligible employees, and interns are not eligible for most company benefits.
• The role may be eligible for annual, sales, or other incentive compensation in addition to salary.
• Skill-building, leadership development, and philanthropic opportunities are offered.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed