Cloud Services Application Support Engineer

Cloud Services Application Support Engineer I

Are you passionate about keeping cloud platforms running smoothly and solving complex technical challenges Join our dynamic team as a Cloud Services Application Support Engineer where you'll ensure critical SaaS applications perform flawlessly while delivering exceptional service to clients. This role offers the perfect blend of hands-on technical work, collaborative problem-solving, and continuous learning in an evolving cloud environment.

About the Role

As a Cloud Services Application Support Engineer I, you'll be the guardian of our SaaS platforms, ensuring reliability and performance while troubleshooting integration issues and supporting client onboarding. You'll work at the intersection of development and operations, applying your technical expertise to maintain seamless data flows and resolve incidents efficiently.

Key Responsibilities

• Monitor and maintainthe health and performance of SaaS applications and their modular components
• Diagnose and resolveincidents related to APIs, integrations, and client-side SDKs
• Support client onboardingthrough REST API integration, SDK implementation, and troubleshooting authentication issues
• Manage platform configurationsincluding updates and version management
• Collaborate cross-functionallywith developers and business analysts to adapt customer journeys and reference data
• Analyze data flowsusing monitoring and logging tools to detect anomalies between client infrastructure and core systems
• Document solutionsand contribute to the team knowledge base
• Develop automation scripts(PowerShell/Bash/Python) and implement config updates via CI/CD
• Participate in on-call rotationproviding critical support during outages or incidents

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.

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.

We are looking for candidates who meet these requirements:

• Bachelor's degree in computer science or related field, or equivalent experience
• 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

These are additional nice to haves:

• Hands-on experience with Microsoft Azure
• Basic knowledge of Kubernetes and caching (Redis etc.)
• Experience working in agile development environments
• Familiarity with monitoring tools like Datadog, New Relic, or similar platforms
• Experience with log analysis and troubleshooting tools

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

Our company has a hybrid work model where the expectation is that you will be in the office at least three days per week