Job Title: MFA Rollout & UAT Support Specialist / Site Roll out Engineer
Location: Montreal QC- Hybrid
Employment Type: Fulltime
Role Overview
We are seeking four project team members to support pilot testing and the initial rollout phase.
In this role, you will act as the primary contact for assigned locations, assist pilot users, execute User Acceptance Testing (UAT), and triage issues during deployment.
Key Responsibilities
• Serve as the primary project contact for assigned locations (up to 5 sites across Canada and/or the US).
• Communicate MFA rollout information and instructions to end users.
• Guide users on how to use the MFA solution by referencing existing “How-To” guides and FAQs.
• Add pilot users to the MFA solution based on approved user lists.
• Execute and document User Acceptance Testing (UAT).
• Remove users from the MFA solution during pilot/rollout if critical issues arise.
• Provide first-level issue triage during pilot and rollout phases.
• Determine whether issues are user-training related or technical.
• For technical issues:
• Capture detailed reproduction steps.
• Document when and how the issue occurs.
• Escalate to Platform Engineers with complete information.
• Participate in daily coordination meetings (Tuesday–Friday mornings) with Australia-based teams.
Required Skills & Experience
• Experience in IT support, UAT coordination, rollout support, or end-user training.
• Strong communication and user-facing support skills.
• Ability to follow process documentation and communicate instructions clearly.
• Experience capturing and documenting technical issues.
• Basic understanding of authentication, MFA, or identity management concepts (preferred).
• Comfortable working with distributed teams across time zones.
What You Will Not Be Responsible For
• Configuring or implementing technical fixes on the MFA platform.
• Developing user guides, FAQs, or technical support documentation (these will be provided).
• Performing deep technical troubleshooting beyond initial triage and escalation.
