United States onlyThis is a remote position.
We are seeking a highly skilled and detail-oriented SaaS Engineer to manage, secure, and optimize enterprise collaboration platforms including Slack, Zoom, Google Workspace, ServiceNow, and Jira. The ideal candidate will ensure high availability, drive automation, enhance user experience, and maintain strong security and compliance standards across all SaaS environments.
Key Responsibilities
1. Platform Administration & Operations
- Administer and maintain SaaS platforms: Slack, Zoom, Google Workspace, ServiceNow, and Jira.
- Ensure ≥99.9% service availability, reliability, and performance.
- Manage tenant configurations, access controls, policies, and integrations.
- Perform routine maintenance, upgrades, and health checks.
- Troubleshoot platform-related issues and coordinate with vendors for resolution.
- Maintain system documentation and operational runbooks.
2. Security & Compliance
- Implement and enforce SaaS security configurations aligned with CIS benchmarks and vendor best practices.
- Monitor and mitigate risks such as unauthorized access, external sharing exposure, and data leakage.
- Ensure compliance with internal security policies and regulatory standards.
- Participate in audits and compliance reviews.
- Respond to security incidents and support forensic investigations.
3. Automation & Integration
- Design, develop, and maintain integrations between SaaS platforms and internal systems.
- Automate workflows such as onboarding/offboarding, ticketing workflows, and notifications.
- Leverage APIs, scripting (Python, PowerShell), and low-code tools.
- Build reusable automation frameworks and maintain documentation.
- Continuously identify opportunities to improve operational efficiency.
4. User Experience & Support
- Provide L2/L3 support for collaboration platform-related issues.
- Optimize configurations to enhance usability and productivity.
- Develop user guides, knowledge base articles, and training materials.
- Conduct onboarding sessions and platform training for end users.
- Track and improve user satisfaction (CSAT) and adoption metrics.
5. Reporting
- Generate monthly reports on platform usage, adoption, system performance, and incident trends.
- Monitor license utilization and recommend cost optimization strategies.
- Track SLA adherence and identify areas for improvement.
- Implement observability practices (logs, alerts, dashboards).
6. Change & Release Management
- Manage platform updates, patches, and feature rollouts.
- Test and validate changes in staging/sandbox environments.
- Ensure minimal disruption during production deployments.
- Maintain detailed change logs and rollback procedures.
- Develop and maintain runbooks for incident response, disaster recovery, and operational procedures.
Required Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- 3–7+ years of experience in SaaS/platform engineering or administration.
- Hands-on experience with Slack, Zoom, Google Workspace, ServiceNow, and Jira.
- Strong understanding of SaaS security and identity management (SSO, MFA, RBAC).
- Experience with APIs, scripting, and automation tools.
- Knowledge of ITIL processes (Incident, Change, Problem Management).
Preferred Qualifications
- Experience with SaaS security tools (CASB, DLP, SSPM).
- Familiarity with compliance frameworks (ISO 27001, SOC 2, GDPR).
- Certifications such as Google Workspace Admin, ServiceNow Certified Administrator, Atlassian Certified Professional.
- Experience in enterprise-scale SaaS environments.
