What Is This Job?

A Senior Operations Engineer is an experienced professional who plays a critical role in maintaining and improving the operational infrastructure of a company. They are tasked with ensuring that systems run smoothly and efficiently, identifying and resolving any issues that arise in production environments.

Their expertise in software development and system operations helps in automating tasks, enhancing system capabilities, and ultimately supporting the company’s growth by ensuring scalability and reliability.

What Does This Job Do?

A Senior Operations Engineer works on a wide range of technical and operational challenges, focusing on maintaining the health and efficiency of the company’s production environment.

They investigate and solve complex production issues, collaborate with the Product team to ensure new features meet operational standards, and develop tools and software to automate processes and improve data management.

Additionally, they perform root cause analysis to prevent future issues, monitor system integrations, and work closely with customer-facing teams to address technical inquiries. Their role is pivotal in enhancing the overall customer experience, ensuring the product delivers maximum value, and supporting the operational needs of various departments within the organization.

Job Brief

Join our team as a Senior Operations Engineer and play a crucial role in supporting our rapid growth. You’ll tackle challenging production issues, develop automation software, and ensure our operations scale efficiently.

With your strong technical background and problem-solving skills, you’ll work closely with Product and other teams to enhance our systems and processes. Your contributions will be key to maintaining our commitment to delivering exceptional service and value to our customers.

This position offers the opportunity to impact the operational backbone of our leading SaaS product and drive continuous improvement across the organization.

Responsibilities

• Investigating and resolving production issues
• Developing software to automate operational procedures
• Performing root cause analysis for production errors
• Working with Product and other departments to ensure operational efficiency and customer satisfaction
• Investigate and resolve or recommend solutions for production issues
• Respond to technical questions escalated by the Customer Support team
• Perform root cause analysis for production issues/errors and recommend improvements
• Work with Product during feature implementation to meet operational requirements
• Develop software to automate operational procedures and data collection
• Implement triggers for alert generation based on product value delivery
• Facilitate operational needs of other departments by delivering tools, implementing processes, or providing data access
• Develop customer-focused software solutions as part of Professional Services
• Review and enhance operating processes for efficiency and quality
• Monitor integrations and reconcile partner with internal reports

Requirements

• At least four years of experience in consulting, software engineering, operations, or technical customer-facing roles
• Strong Computer Science background with experience in software development
• Relevant degree in Computer Science, Engineering, or related field
• Working knowledge of databases and SQL
• Excellent communication skills, adaptable to different audiences
• Detail-oriented with the ability to maintain focus on the big picture