Platform Operations & AI-Driven Support Engineer

TransPerfect; Cebu City; Sur place; PHP 600 000 - 1 000 000; Plein temps

Résumé du poste

Wordbee (Part of TransPerfect) in Cebu City is seeking a Platform Operations & Support Engineer to keep the SaaS platform healthy and support enterprise clients. The role combines hands-on DevOps, incident response, and automation to harden the infrastructure over time, with AI-assisted monitoring and an emphasis on reliability and security.

You will respond to alerts, investigate incidents end-to-end, and triage client tickets, while collaborating with the Infrastructure team and leveraging an

Qualifications

• Experience on the production or operations side of a multi-tenant SaaS platform.
• Able to read and reason about a runbook, not just execute it step by step.
• Comfortable making judgments under pressure with incomplete information.
• Full-time, exclusive employment.

Responsabilités

• Be a primary responder for alerts, incidents, and client tickets.
• Monitor platform health using dashboards, alerts, and log queries; investigate and resolve incidents end-to-end.
• Apply and improve runbooks for known incidents (service restarts, queue management, etc).
• Improve and harden the infrastructure: strengthen monitoring and alerting, automate manual tasks, and raise reliability and security.
• Leverage AI to monitor, investigate, and enhance the platform using the Claude-powered assistant.
• Handle L1 client tickets within SLA: login/access issues, data loading, API questions, workflow configuration.
• Communicate clearly with enterprise clients throughout ticket lifecycle.
• Document findings and surface recurring patterns to the EU team.

Connaissances

Fluent English

NOC experience

Incident response

Runbooks

Outils

GitLab CI

Octopus

Elasticsearch

Redis

IIS

Azure/AWS

Description du poste

Wordbee (Part of TransPerfect) in Cebu City is seeking a Platform Operations & Support Engineer to keep the SaaS platform healthy and support enterprise clients. The role combines hands-on DevOps, incident response, and automation to harden the infrastructure over time, with AI-assisted monitoring and an emphasis on reliability and security.

You will respond to alerts, investigate incidents end-to-end, and triage client tickets, while collaborating with the Infrastructure team and leveraging an