Customer Operations Engineer

Symphony EYC; Toronto; Hybrid; CAD 70,000 - 100,000; Full time

Job summary

A leading financial services software company in Toronto is hiring a Customer Operations Engineer to enhance their SaaS solutions' reliability and performance. In this mid-senior level role, you will support clients by managing incidents, overseeing service requests, and ensuring compliance with ITIL best practices while collaborating closely with technical and customer success teams.

Benefits

Career growth opportunities

Flexible work environment

Exposure to cutting-edge technologies

Qualifications

• Experience in Managed Services or SaaS Support.
• Hands-on experience with cloud platforms (Azure preferred).
• Knowledge of ITIL processes, particularly Incident & Change Management.

Responsibilities

• Manage and respond to customer incidents and service requests.
• Monitor and maintain SaaS environment health.
• Participate in root cause analysis and post-incident reviews.

Skills

Incident Management

Customer Focus

Cloud Technologies

PostgreSQL

AWS

Azure

Kubernetes

Observability Tools

Tools

Jira

ServiceNow

Job description

Join to apply for the Customer Operations Engineer role at SymphonyAI

Join to apply for the Customer Operations Engineer role at SymphonyAI

Introduction

SymphonyAI is a leading provider of financial services software, delivering cutting-edge compliance and fraud solutions. As we transition to a SaaS-first approach, we are expanding our Customer Operations team to ensure world-class support for our clients and are looking for an experienced

Introduction

SymphonyAI is a leading provider of financial services software, delivering cutting-edge compliance and fraud solutions. As we transition to a SaaS-first approach, we are expanding our Customer Operations team to ensure world-class support for our clients and are looking for an experienced Customer Operations Engineer. If you're passionate about cloud technologies, enjoy solving complex issues, and want to work in a dynamic, fast-paced environment, we’d love to hear from you!

Role Overview

Job Description

As a Customer Operations Engineer, you will be responsible for ensuring the reliability, performance, and availability of our SaaS solutions. You will monitor services, manage incidents, investigate problems, fulfill service requests, and participate in change management processes. You’ll also play a key role in post-incident reviews to drive continuous service improvements. You will be expected to triage incidents effectively, gather the right information, review logs, identify root causes, and plan the next steps for resolution.

Key Responsibilities

• Managing and responding to customer incidents and service requests
• Investigate and resolve incidents, problems, and service requests within agreed SLAs.
• Monitor and maintain the health of SaaS environments, ensuring high availability and performance.
• Participate in root cause analysis and post-incident reviews for major outages.
• Implement and manage changes to cloud environments following ITIL best practices.
• Work closely with engineering and customer success teams to proactively enhance service reliability.
• Utilize observability and monitoring tools such as DataDog and PagerDuty to identify and respond to service degradations.
• Maintain compliance with security and governance policies in a regulated industry.
  
  

Required Skills & Experience

• Experience working in Managed Services or SaaS Support environments.
• Customer focused.
• Incident Mgt/ITIL Tools (Summit, Jira, ServiceNow).
• Familiarity with ITIL processes, particularly Incident, Problem, Change, and Service Request Management.
• Hands-on experience with Azure (preferred) and/or AWS cloud platforms.
• Hands on Experience in PostgreSQL, Oracle administration and optimization.
• Experience with Kubernetes and Azure Kubernetes Service (AKS).
• Proficiency in observability and incident response tools like DataDog and PagerDuty.
  
  

Bonus Skills

• Experience with Kafka, Spark, Apache Iceberg, and APIs.
• Scripting or automation experience (e.g., Python, Bash, Terraform, Ansible).
• Familiarity with DevOps, CI/CD, and Infrastructure as Code (IaC) practices.
• Experience with SymphonyAI Financial Services products (NetReveal, Sensa) or competing AML, WLM, and KYC solutions.
• SQL databases, including Postgres, Oracle, DB2, and SQL Server.
• Knowledge of Weblogic, WebSphere, and JBoss.
• Exposure to Hadoop and Spark.
• Understanding of Java/J2EE.
• Proficiency in Unix/Linux environments.
  
  

What We Offer

• A collaborative and innovative work environment.
• Exposure to cutting-edge cloud technologies and enterprise SaaS solutions.
• Career growth opportunities and professional development support.
• A flexible work environment with potential remote options.
  
  

This is a hybrid position, requiring three days per week in our Toronto, Canada office

Join Us! If you’re looking for an exciting opportunity to be at the forefront of SaaS support and managed services, apply today! Help us shape the future of financial compliance technology.

About SymphonyAI

About Us

SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth verticals, including retail, consumer packaged goods, financial services, manufacturing, media, and business IT. SymphonyAI verticals have many leading enterprises as clients. Since its founding in 2017, SymphonyAI has grown rapidly to 2,500 talented leaders, data scientists, and other professionals across 33 countries. SymphonyAI is an SAIGroup company, backed by a $1 billion commitment from Dr. Romesh Wadhwani, a successful entrepreneur and philanthropist.

Visit here , for more information about how we hire, what’s in it for you, our culture and values.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

Referrals increase your chances of interviewing at SymphonyAI by 2x

Sign in to set job alerts for “Customer Engineer” roles.

Java L2 Support System Engineer(Toronto, Canada day one onsite)

Mississauga, Ontario, Canada 21 hours ago

Mississauga, Ontario, Canada 19 hours ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.