Overview:

We are seeking an experienced, motivated TehnicalOperations Engineer to join our growing team. This is a multiple-hats role focused on SaaS/platform operations and tier-2 support for client-facing systems. You will own the administration and reliability of key tools, troubleshoot and resolve escalations with clear documentation, and build lightweight automation and reporting to reduce manual work as we scale.

You will partner closely with Customer Success, Product, and Engineering to proactively monitor, support, and improve critical systems. Through practical, creative problem-solving, you will strengthen reliability, accelerate time to resolution, and increase operational visibility. Day to day, you will triage and resolve client technical questions, manage vendor license administration and renewals, and produce reporting that informs operational decisions.

This role is a launchpad toward an SRE/Platform Engineering track as you grow into deeper automation, reliability engineering, and systems design work.

This is a hybrid position based out of our Toronto office.

What You'll Do:

• Platform Support
• Own routine ops and configuration changes for critical SaaS platforms - Including Tableau, Freshdesk, Datadog, and our own client facing and internal portals
• Configure and maintain Freshdesk portals, routing, SLAs, permissions, integrations, etc. based on business requirements.
• Automate manual operations with Python, PowerAutomate, and shell scripts - leveraging AI coding assistants where useful
• Build custom client activity dashboards and reports with basic SQL
• Manage vendor licensing (renewals, true-ups) and optimize seat utilization
• Partner with Engineering to plan, implement, and maintain integrations
• Assist users with desktop setup and using our technology stack
• Observability & Incident Response
• Actively monitor the health of our critical systems with tools like Datadog
• Collaborate with engineering on configuring telemetry data sources
• Coordinate with vendor support and internal IT to drive issues to resolution
• Contribute to reliability metrics (SLIs/SLOs) as our practices mature - with regular 1:1s with Engineering leadership to build toward this path
• Tier 2 Product Support
• Triage escalations from Customer Success
• Reproduce and isolate issues
• Collect logs, user context, and reproduction steps (e.g., Datadog, CloudWatch, Tableau) to accelerate Engineering/vendor resolution
• Create and maintain runbooks, FAQs, and internal documentation
• Help define alert thresholds and escalation paths for incidents
• Proactively identify recurring issues and drive them to permanent fixes (not just workarounds)
• Use AI tools to accelerate runbook creation, log triage, and issue reproduction
• Some extended availability until 8 pm ET as part of an on-call rotation/coverage plan

What You Have:

• Required Technical Qualifications:
  • Bachelor's degree in computer science or equivalent
  • 4+ years of hands-on operational experience - configuring, supporting, and administering critical business SaaS tools
  • Strong expertise with scripting and automation
  • Proficiency with Python and SQL
  • Proficient with AI tools (e.g. Claude, ChatGPT, Copilot) for scripting, documentation, and troubleshooting workflows
  • Experience with creating and executing runbooks
  • Experience with dashboards, metrics, reports, alerts
• Soft Skills:
  • Strong documentation habits (runbooks, checklists, user guides)
  • Excellent written and verbal communication skills
  • Demonstrated ability to work independently and in a team atmosphere with minimal supervision
  • Strong focus on quality, attention to detail, and addressing client needs
• Preferred Qualifications:
  • Interest in site reliability engineering, infrastructure-as-code, or systems programming
  • Experience with incident management
  • Technical project management skills

What We Offer:

The annual base salary range for this position is CA$105,000 to $145,000. Additionally, this position is eligible for an annual discretionary bonus based on performance.

You will also be eligible for the following benefits:

• Paid time off
• Comprehensive benefits plan
• Company RRSP match
• Development opportunities through the LinkedIn Learning platform

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This job post is for a live vacancy. Base salary may vary depending on job-related knowledge, skills, and experience, as well as geographic location.

Compensation

$105,000-$145,000 CAD