Digital Workplace Agency Technical Engineer

• Location: Hybrid, 3 days per week in Hudson Yards, NY
• Job Level: L-07
• Travel: Up to 25%, based on business need

Role Summary

The Digital Workplace Agency Technical Engineer owns the end-to-end digital workplace experience for Guardian’s agency field force. This highly technical role supports approximately 6,000 agency brokers and staff who access Guardian applications and services through the agency portal from personal, unmanaged devices.

This individual serves as the accountable technical engineer and trusted technology partner for the agency experience, with responsibility spanning agency access, device compliance, Microsoft 365 services, Workplace technologies, complex technical support, and the overall service experience for this population.

This is a hands on player coach role that balances deep technical engagement, business relationship management, and leadership of a small team of approximately one to three onshore and offshore resources. The individual is expected to remain close to the technology, personally leading complex troubleshooting, root-cause analysis, escalations, solution design, testing, and continuous improvement while also providing direction and leadership to the team.

The role serves as a technical account manager for Guardian’s largest agencies, establishing strong relationships with agency leaders, understanding their business and technology needs, and ensuring those needs are represented across Guardian Technology. This individual will maintain a continuous improvement backlog and strategic roadmap for the agency digital experience, using field feedback, support trends, experience data, and emerging technology to continually improve how agencies interact with Guardian.

You Are

A hands on technical leader and trusted technology partner who is equally comfortable troubleshooting a complex technical problem, leading a small team, and sitting across the table from an agency principal or senior business leader.

You combine strong technical and business acumen and understand that success is not simply resolving a technology issue, but understanding its impact on the customer and improving the overall experience.

You are a strong critical thinker and problem solver who is comfortable working through ambiguous issues that cross technology, security, process, vendor, and organizational boundaries.

You bring high emotional intelligence and a strong customer service mindset, adjusting your communication and approach depending on whether you are working with an engineer, Service Desk analyst, executive, vendor, or agency partner.

You are curious, accountable, and focused on continuous improvement. You look beyond the immediate problem to understand root cause, identify patterns, simplify processes, and prevent issues from recurring.

You are also an independent and continuous learner who takes ownership of developing expertise in new technologies, platforms, and business areas and is comfortable operating in a rapidly changing technology environment.

You Will

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 direct relationships with agency leadership and understanding their technology needs, concerns, and priorities.

Take hands-on ownership of complex technical issues, personally engaging in troubleshooting, root-cause analysis, testing, solution design, and remediation when necessary.

Lead agency technology escalations end to end, coordinating the appropriate teams while maintaining accountability for resolution and communication with the impacted agency.

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, maintaining the device compliance standards required for agency access while balancing Guardian’s security requirements with a usable field experience.

Own and support Microsoft 365 services for the agency population within Guardian’s environment, including access, licensing, configuration, enablement, and the supporting service model.

Drive enablement and adoption of Digital Workplace technologies for the agency population, including Microsoft 365, collaboration, AI, endpoint, and emerging Workplace capabilities.

Establish a regular engagement and business review cadence with key agencies to discuss experience trends, technology concerns, open issues, service performance, and roadmap priorities.

Translate agency feedback and business requirements into actionable 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 before they become significant escalations.

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, balancing immediate business needs with longer-term technology strategy.

Drive training and enablement for Service Desk analysts and agency users, turning recurring issues into improved documentation, education, automation, and support processes.

Partner with Service Desk leadership to strengthen support models, improve knowledge and escalation paths, increase first-contact resolution, and prevent agency users from being passed 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 clear accountability across engineering teams, offshore resources, vendors, and technology partners supporting the agency experience.

Partner closely with Security, Identity, Architecture, Engineering, and business teams to ensure agency solutions are secure, scalable, supportable, and aligned with enterprise technology strategy.

Maintain awareness of emerging Digital Workplace and AI technologies and identify opportunities to apply new capabilities that meaningfully 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.

You Have

Minimum of 10 years of experience in Digital Workplace, end-user computing, infrastructure engineering, enterprise technology, or related technical disciplines, with at least 3 years operating in a lead or senior technical capacity.

Demonstrated 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 within a distributed delivery model.

Demonstrated 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 the challenges a