Software Operations Engineer

Responsibilities

System Management: Oversee the deployment, monitoring, maintenance, and support of all SaaS production and demo systems and infrastructure.
Incident and Problem Management: Respond to and resolve production incidents, ensuring minimal downtime and customer impact. Triage, manage, and resolve production incidents and recurring operational problems using ITIL‑aligned practices. Own incident coordination, technical investigation, escalation, and post‑incident documentation. Ensure accurate ticket status, ownership, and timelines within Jira Service Management.
Operational Tooling: Use Jira Service Management as the system of record for incidents, problems, and service requests. Maintain and contribute to operational documentation and runbooks in Confluence. Monitor production health and investigate anomalies using Dynatrace and related observability tools.
Performance Optimization: Analyze system performance and implement tuning improvements to ensure optimal system efficiency and reliability
Automation: Develop and maintain automation scripts and tools to improve operational workflows and reduce manual intervention.
Cross‑Team Collaboration: Partner closely with other teams to coordinate incident response, deployments, escalations, and operational handoffs.
Security: Implement and enforce security best practices to protect data and maintain compliance with relevant regulations.
Documentation: Maintain comprehensive documentation of production environments, operational procedures, and system configurations.
Continuous Improvement: Identify and recommend process improvements to enhance operational efficiency and system reliability.
On‑Call and Reliability: Participate in an on‑call rotation to support production systems. Ensure production issues are addressed with urgency while maintaining high-quality communication and documentation standards.

What You’ll Need:

Proven experience as an Operations Engineer or in a similar role, preferably within a SaaS environment.
Demonstrated ability to balance urgency, risk, and stakeholder communication during production issues.
Experience supporting SaaS production environments.
Experience with Jira Service Management (or similar ticketing platforms) for incident, problem, and service request tracking.
Experience with Confluence (or similar knowledge-base tools) for documentation, runbooks, and operational knowledge sharing.
Experience with cloud platforms such as AWS, Azure, or Google Cloud.
Working knowledge in Linux/Unix administration.
Working knowledge of databases and data platforms (SQL, PostgreSQL, Snowflake) for operational support and troubleshooting.
Familiarity with Dynatrace or similar observability/monitoring platforms for production troubleshooting and performance analysis.
Familiarity with configuration management tools such as Ansible, Puppet, or Chef.
Familiarity with ITIL concepts (Incident, Problem, Change, Service Request), with a pragmatic, operations‑focused mindset.
Knowledge of containerization technologies like Docker and orchestration tools like Kubernetes.
Knowledge of scripting languages such as Python, Bash, or Perl.
Understanding of networking concepts and troubleshooting.
Strong analytical and problem-solving skills with a proactive approach to addressing issues.
Excellent verbal and written communication skills, including the ability to clearly document incidents, investigations, and operational procedures for both technical and non‑technical audiences.
Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
What Success Looks Like in This Role:

Production incidents are handled with clear ownership, timely updates, and thorough follow‑up.
Jira tickets accurately reflect issue state, ownership, and resolution progress.
Monitoring and alerts are actionable, not noisy.
Documentation is current, clear, and trusted by partner teams.
Cross‑team escalations are smooth, professional, and well‑coordinated.

Benefits and Perks:

Flexible and generous Paid Time Off and Paid Volunteer Days
401k Employer Match
Generous Healthcare Benefits
Up to 12 weeks paid time off for maternity leave based on tenure
Wellness &Tuition Reimbursement
Flexible Work Arrangements
Lots of SambaSafety swag & SambaSafety Events