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Saas / Cloud Application Support Engineer

Bedford, Massachusetts

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Job ID R80588 Date posted Nov. 28, 2018


  • Provide application support for multiple mission-critical applications in SaaS and cloud environments
  • Become a subject matter expert in supported applications functionality
  • Troubleshoots and resolves application, instance, and/or system issues
  • Works hours as required to meet operational objectives
  • Develop, implement, document, and execute standard operations procedures
  • Improve and implement proactive monitoring
  • Take part in SaaS Operations technical activities related to supporting, deploying and adopting new products and services
  • Provide technical expertise and advocacy around how solution should be implemented in production from SaaS Operations POV
  • Demonstrate ability to work on several concurrent projects involving multiple stakeholders executing in a matrix environment
  • Integrate technologies, processes, tools, and methodologies to mature SaaS Operations services (procedures, application management tools, monitoring and more)
  • Communicate deployment and production related activities internally and externally when appropriate
  • Participate in an on-call  rotations to provide coverage during off business hours
  • Coordinate closely on activities, issues, requirements, progress, status, etc. internally (in SaaS) , customer management, program management, Engineering, DevOps , QE teams and external service providers

Technical Knowledge:


  • At least 3 years of experience in an enterprise application support in Hosted and / or cloud environments
  • At least 1 years of UNIX / Linux hands-on experience
  • At least 1 years of Experience in managing / supporting cloud solutions
  • Applicative Oracle and SQL Server DBA skills including a DB schema understanding; a sql queries writing, tuning, and execution
  • Experience with monitoring tools usage and configuration (Zabbix, Solarwinds, Dynatrace)
  • Programming & scripting experience (PERL/KSH/PowerShell etc.)
  • Knowledge in network services (DNS, DHCP, NFS, SMTP, SSH) and networking equipment configuration (Routers, Switches, Load balancers etc.)
  • Certificates, key management, and SSL/TLS crypto suite fundamentals


  • Experience with Cassandra
  • Experience with Reporting and Analytics tools (Elasticsearch/Logtash, Tableau)
  • Experience in E-Commerce systems architecture and operations

Soft Skills:

  • Strong English skills (spoken and written)
  • Ability to interface with business and technical management
  • Experience in working in a mission critical environments
  • Experience in working with customers
  • Ability to work well under pressure within a technically challenging environment
  • Excellent problem solving, logical, and analytical abilities
  • Understanding of change management, App Support and Tech Support services   
  • Available for On-call after-hours support
  • Strong commitment to organizational work ethics
  • Well Organized
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