SymphonyAI is a leading provider of financial services software, delivering cutting-edge compliance and fraud solutions. As we transition to a SaaS-first approach, we are expanding our Customer Operations team to ensure world-class support for our clients and are looking for an experienced Customer Operations Engineer. If you're passionate about cloud technologies, enjoy solving complex issues, and want to work in a dynamic, fast-paced environment, we’d love to hear from you!
Job Description
Role Overview:
As a Customer Operations Engineer, you will be responsible for ensuring the reliability, performance, and availability of our SaaS solutions. You will monitor services, manage incidents, investigate problems, fulfill service requests, and participate in change management processes. You’ll also play a key role in post-incident reviews to drive continuous service improvements. You will be expected to triage incidents effectively, gather the right information, review logs, identify root causes, and plan the next steps for resolution.
Key Responsibilities:
• Managing and responding to customer incidents and service requests
• Investigate and resolve incidents, problems, and service requests within agreed SLAs.
• Monitor and maintain the health of SaaS environments, ensuring high availability and performance.
• Participate in root cause analysis and post-incident reviews for major outages.
• Implement and manage changes to cloud environments following ITIL best practices.
• Work closely with engineering and customer success teams to proactively enhance service reliability.
• Utilize observability and monitoring tools such as DataDog and PagerDuty to identify and respond to service degradations.
• Maintain compliance with security and governance policies in a regulated industry.
Required Skills & Experience:
• Experience working in Managed Services or SaaS Support environments.
• Customer focused.
• Incident Mgt/ITIL Tools (Summit, Jira, ServiceNow).
• Familiarity with ITIL processes, particularly Incident, Problem, Change, and Service Request Management.
• Hands-on experience with Azure (preferred) and/or AWS cloud platforms.
• Hands on Experience in PostgreSQL, Oracle administration and optimization.
• Experience with Kubernetes and Azure Kubernetes Service (AKS).
• Proficiency in observability and incident response tools like DataDog and PagerDuty.
Bonus Skills:
• Experience with Kafka, Spark, Apache Iceberg, and APIs.
• Scripting or automation experience (e.g., Python, Bash, Terraform, Ansible).
• Familiarity with DevOps, CI/CD, and Infrastructure as Code (IaC) practices.
• Experience with SymphonyAI Financial Services products (NetReveal, Sensa) or competing AML, WLM, and KYC solutions.
• SQL databases, including Postgres, Oracle, DB2, and SQL Server.
• Knowledge of Weblogic, WebSphere, and JBoss.
• Exposure to Hadoop and Spark.
• Understanding of Java/J2EE.
• Proficiency in Unix/Linux environments.
What We Offer:
• A collaborative and innovative work environment.
• Exposure to cutting-edge cloud technologies and enterprise SaaS solutions.
• Career growth opportunities and professional development support.
• A flexible work environment with potential remote options.
This is a hybrid position, requiring three days per week in our Toronto, Canada office
Join Us! If you’re looking for an exciting opportunity to be at the forefront of SaaS support and managed services, apply today! Help us shape the future of financial compliance technology.
About Us
About SymphonyAI
SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth verticals, including retail, consumer packaged goods, financial services, manufacturing, media, and business IT. SymphonyAI verticals have many leading enterprises as clients. Since its founding in 2017, SymphonyAI has grown rapidly to 2,500 talented leaders, data scientists, and other professionals across 33 countries. SymphonyAI is an SAIGroup company, backed by a $1 billion commitment from Dr. Romesh Wadhwani, a successful entrepreneur and philanthropist.
Visit here, for more information about how we hire, what’s in it for you, our culture and values.
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