Canada onlyAre you a high-performing Cloud Support professional who enjoys deep-diving into high-impact SaaS issues? Are you ready to work with cross-functional teams to drive outcomes and find solutions to customer escalations? Do you want to work for a best-in-class, 100% remote organization with the brightest talent from around the world? If so, then keep reading…
Sparkrock helps social benefit organizations like nonprofits, school boards, and government agencies to reach their greatest potential using technology. We help to make these mission-driven organizations more efficient, freeing up their time and resources to focus on the good they want to achieve. Every day, nearly 45,000 people use our ERP products to make the world a better place.
We are looking for a SaaS Escalation and Operations Engineer who will unblock the business and fix what’s broken. You’ll not only solve critical issues but also make lasting changes by working across support, engineering, and infrastructure teams. Unlike traditional ops or support roles, this is a full-stack operations role - you won’t be handing off problems. You’ll drive them to resolution and make sure they don’t come back.
If you are highly motivated and love thriving in ambiguity, taking ownership, and enjoying deep-diving into hard problems, Sparkrock is the place for you!
Responsibilities
- Take ownership of critical customer support escalations and infrastructure issues across cloud-hosted SaaS environments.
- Reproduce and investigate incidents, digging into infrastructure, logs, databases, and application behavior.
- Collaborate across engineering, support, and infrastructure teams to define clear problem statements and ensure permanent fixes.
- Push and track fixes across multiple teams, from support diagnosis to engineering solutions and infrastructure remediation.
- Identify patterns and propose process, product, and observability improvements to avoid recurrence.
- Participate in on-call rotations and lead incident response as needed.
- Contribute to the automation of repetitive fixes, troubleshooting steps, and incident workflows.
Requirements
- No specific degree is required. Proven hands-on experience outweighs formal education.
- 3+ years in a SaaS support, SRE, DevOps, or infrastructure engineering role.
- Hands-on experience with cloud infrastructure (AWS, Azure)
- Proven incident response and troubleshooting abilities
- Comfortable navigating application code, logs, and APIs to identify product-related issues
- Experience working with cross-functional teams to drive outcomes
- Strong communication skills and ability to coordinate across stakeholders
- Extensive hands-on experience in Windows Server administration and troubleshooting
Tools
- Observability: Datadog, Prometheus, ELK, or similar
- IaC: Terraform, Pulumi, or CloudFormation
- CI/CD: GitHub Actions, GitLab CI/CD, Jenkins
- Scripting: Bash, Python, PowerShell
Minimum Requirements
- Demonstrated ability to take an issue from report to resolution
- Comfort working in multi-tenant SaaS environments
- Strong understanding of systems, networks, and application behavior
- Ability to work independently and drive action across multiple teams
Soft skills
- Ownership mindset, calm under pressure, empathetic communicator, relentless problem-solver, bias for action.
Nice to have
- Experience in an SRE or Escalation Engineering role
- Familiarity with security/compliance-driven environments (SOC 2, ISO 27001)
Benefits
We don’t call them perks; they’re just part of what makes working at Sparkrock great.
- We are 100% remote and global. Live your best life wherever that may be, and never lose out on career opportunities because of it.
- Flexible work hours – we work asynchronously and don’t care when you’re online, just that you deliver great results and are there for our customers.
- We are dedicated to your growth with consistent and meaningful feedback, support in achieving your personal career goals, and access to leading-edge tools, playbooks, and technology to amplify your experience.
- Introductions to thought leaders in the space and webinars on cutting-edge tech hot topics.
- Stipend to help set up your ideal home office.
- Focus on culture: coffee chats, happy hours, cooking classes, book clubs, and more!
We strive to build a team that reflects the diversity of the community we work in and encourage applications from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with disabilities.
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