Cloud Services App Support Engineer I

About the role

As a Cloud Services Application Support Engineer I, you will play a pivotal role in ensuring the reliability and performance of SaaS platforms within a dynamic enterprise environment. Your focus will span monitoring application health, diagnosing and resolving integration issues, and supporting seamless onboarding for new clients. You'll collaborate with cross-functional teams to adapt business processes, manage platform updates, and maintain robust data flows between client systems and core services. Your contributions will extend to documenting solutions, enhancing operational knowledge, and providing critical support during incidents, all while working within a global support rotation.

About the team

Our team delivers global IT operations for enterprise SaaS platforms, managing day-to-day activities in public cloud environments. We provision new environments, provide production support, and ensure operational excellence for a diverse portfolio of applications. Collaboration is central to our approach. We work closely with internal teams and external clients to deliver responsive, high-quality support. Team activities span design review, infrastructure and application provisioning, and continuous monitoring to maintain robust, secure, and scalable services.

Your responsibilities include:

• Monitor the health and performance of SaaS applications and their modular components.
• Diagnose and resolve incidents related to APIs, integrations, and client-side SDKs.
• Assist with onboarding new clients, supporting integration via REST APIs and SDKs, and troubleshooting authentication and connectivity issues.
• Support the configuration and deployment of platform logic, including updates and version management.
• Collaborate with developers and business analysts to adapt customer journeys, reference data, and test scenarios within the platform.
• Use monitoring and logging tools to detect anomalies in data flow between client infrastructure, core engines, and external systems.
• Document troubleshooting steps, integration patterns, and contribute to the team knowledge base.
• Contribute small automation/scripts (PowerShell/Bash/Python) and config updates via CI/CD.
• Participate in on-call rotation, providing hands-on support during outages or critical incidents.

About you

You approach cloud application support with curiosity and precision, blending technical skill with a service-oriented mindset. You're comfortable navigating the complexities of SaaS platforms, APIs, and integrations, and you thrive in environments where troubleshooting and collaboration are daily rhythms. Your foundation in Java, cloud operations, and distributed systems enables you to resolve issues efficiently and contribute to continuous improvement. You communicate clearly, document thoroughly, and adapt quickly to new technologies and evolving architectures. Working across teams and time zones, you bring a proactive attitude and a commitment to operational excellence, data security, and client success.

You should bring the following skills and experience:

• Bachelor's degree in computer science or related field, or equivalent.
• 2 to 3 years experience supporting production web/SaaS applications.
• Ability to read stack traces and diagnose issues in Java or .NET services.
• Solid understanding of REST/JSON, HTTP fundamentals, and auth flows (OAuth2/OIDC Okta or similar).
• Experience supporting or integrating client-side SDKs and JavaScript components.
• Exposure to DevOps tools, automation scripting (PowerShell, Bash, or Python), and CI/CD pipelines.
• Good understanding of databases, preferably SQL Server.
• Understanding of data retention, privacy, and secure data handling practices in regulated environments.
• Strong communication skills, with the ability to document troubleshooting steps and collaborate across global teams.
• Demonstrated ability to learn new technologies and adapt to evolving cloud architectures.
• Hands-on experience with Microsoft Azure (preferred)
• Basic knowledge of Kubernetes, and caching (Redis etc.)

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.