Specialist - SAAS Support

AICPA

United Kingdom

About the Role:

Responsible for ensuring the optimal performance, availability, and reliability of a Software-as-a-Service (SAAS) platform. The primary focus is on supporting customers, resolving incidents, monitoring system health, and collaborating with cross-functional teams to improve system reliability and customer satisfaction. Key responsibilities include monitoring the SAAS platform and infrastructure, promptly addressing customer support inquiries, troubleshooting and resolving incidents, and communicating effectively with customers to ensure their satisfaction. The role also involves collaborating with software engineering teams to plan and execute platform upgrades and deployments, monitoring system performance and optimizing it as needed, and contributing to incident response and disaster recovery planning. Requires strong technical skills in system monitoring, troubleshooting, and performance optimization. Experience assisting customers through chat and email support are crucial for addressing customer inquiries and ensuring their satisfaction. Collaboration with teams is important to drive improvements in system reliability and scalability. Additionally, staying updated with industry trends, continuous learning, and automation skills are valuable for enhancing operational efficiency and reducing manual efforts. You will be reporting into senior Site Reliability Engineer

You Will:

• Monitor the SAAS platform and associated infrastructure to ensure optimal performance, availability, and reliability. Proactively identify and address any system issues, anomalies, or performance bottlenecks.
• Monitor system performance metrics, collect data, and analyze trends to identify opportunities for performance optimization. Collaborate with development teams to implement performance improvements and scalability enhancements.
• Promotes and drives automation initiatives to improve operational efficiency and reduce manual toil.
• Acts as a liaison between the SRE team and other stakeholders, such as software engineering teams, operations teams, and product managers.
• Respond to and resolve customer-reported incidents, system outages, or service disruptions promptly.
• Understand how the organization’s applications interact with different systems and business processes to ensure they operate smoothly. Research and remain informed of new technology and development tools.
• Supports the professional growth and development of team members. Identify training needs, provide mentorship, facilitate knowledge sharing, and encourage a learning environment that enables individuals to enhance their technical skills and domain expertise.
• Collaborate with stakeholders, including business units, marketing teams, and project managers, to align initiatives with the association objectives.

You Have:

• 5 years’ experience in advanced (e.g. Tier 2 or Tier 3) software support and development.
• Strong understanding of system architecture, networking, operating systems, and cloud infrastructure is essential. Knowledge of distributed systems, load balancing, caching, and containerization technologies is valuable.
• Familiarity with Site Reliability Engineering principles, including the concepts of error budgets, service level objectives (SLOs), and monitoring and incident response best practices.
• Strong automation skills using scripting languages like Python, Shell, or PowerShell. Ability to develop automation tools, scripts, and infrastructure-as-code solutions to streamline operations, deployment, and monitoring.
• Experience with cloud platforms (AWS, Azure, Google Cloud) and infrastructure management.
• Proficiency in managing and optimizing systems and services in cloud platforms like AWS, Azure, or GCP. Understanding of cloud-native architectures, serverless computing, and infrastructure-as-code concepts using tools like Terraform or CloudFormation.