SaaS Escalation and Operations Engineer - Remote

Overview

Are you a high-performing Cloud Support professional who enjoys deep-diving into high-impact SaaS issues? Sparkrock is looking for a SaaS Escalation and Operations Engineer to drive outcomes and find solutions to customer escalations in a fully remote environment.

In Short

• Take ownership of critical customer support escalations and infrastructure issues.
• Reproduce and investigate incidents across cloud-hosted SaaS environments.
• Collaborate with engineering, support, and infrastructure teams.
• Push and track fixes across multiple teams.
• Identify patterns and propose improvements to avoid recurrence.
• Participate in on-call rotations and lead incident response.
• Contribute to the automation of repetitive fixes and workflows.
• Work independently and drive action across teams.
• Strong communication and coordination skills required.
• 100% remote work with flexible hours.

Requirements

• No specific degree required; proven experience preferred.
• 3+ years in SaaS support, SRE, DevOps, or infrastructure engineering.
• Hands-on experience with AWS and Azure cloud infrastructure.
• Proven incident response and troubleshooting abilities.
• Comfortable navigating application code and logs.
• Experience with cross-functional teams.
• Extensive experience in Windows Server administration.
• Skills in Datadog, Terraform, GitHub Actions, and scripting.
• Strong understanding of systems, networks, and application behavior.
• Ownership mindset and calm under pressure.

Benefits

• 100% remote work with global opportunities.
• Flexible work hours with asynchronous collaboration.
• Dedicated growth support and meaningful feedback.
• Access to leading-edge tools and technology.
• Stipend for home office setup.
• Focus on culture with various team activities.