Platform Operations And Support Engineer

TransPerfect; Cebu City; Sur place; PHP 250 000 - 420 000; Plein temps

Résumé du poste

TransPerfect's Wordbee platform in Cebu City is seeking a Platform Operations & Support Engineer. You will handle on-site operations, monitor health, respond to incidents, and triage client tickets while improving automation and reliability.

You will work with an AI-assisted toolset and collaborate with the Infrastructure and Support teams to ensure enterprise-grade performance. The role emphasizes hands-on DevOps, incident response, and building robust runbooks, with opportunities to learn new

Qualifications

• Experience on production/operations for multi-tenant SaaS.
• Ability to reason about runbooks, not just execute steps.
• Calm under pressure with partial information.
• Fluent written English; client communication required.

Responsabilités

• Be primary responder for alerts, incidents, and tickets.
• Monitor health using dashboards, investigate and resolve end-to-end.
• Improve runbooks and automate manual tasks over time.
• Strengthen monitoring, alerting, reliability, and security.
• Leverage in-house Claude-powered AI to detect and diagnose issues.
• Handle L1 client tickets within SLA: login issues, data load, API questions.
• Communicate clearly with enterprise clients throughout ticket lifecycle.
• Document findings and share recurring patterns with EU team.

Connaissances

DevOps & operations

Incident response

L1 support

AI tooling

Monitoring dashboards

Runbooks

CI/CD

Azure / AWS / GCP

Linux / Windows servers

Networking basics

Elasticsearch

Redis

IIS

Outils

GitLab CI

Octopus

Elasticsearch

Description du poste

Job Description:

About The Role

Wordbee (Part of TransPerfect) is a SaaS platform for localization project management and translation automation. We're hiring a Platform Operations & Support Engineer to help keep the platform healthy and support our enterprise clients.

This is a hands-on DevOps and operations role. You'll keep the platform healthy — infrastructure monitoring, incident response, and routine operations — and just as importantly, you'll help improve and harden the infrastructure over time: tightening monitoring and alerting, automating manual work, refining runbooks, and strengthening reliability and security. Alongside this, you'll handle incoming client tickets (L1 support, triage, and client communication). You'll work on-site from our Cebu office.

A core part of the job is leveraging AI to monitor, investigate, and enhance the platform — using and improving our in-house Claude-powered assistant, building better detection and diagnostics, and finding new ways to let AI do the heavy lifting. This makes the role a genuine opportunity to learn and grow with new technology — AI in particular — across the full modern infrastructure stack.

You'll be part of the Infrastructure team, reporting to the DevOps Lead, while working closely with the Support team. You'll be supported by an in-house Claude-powered AI assistant that knows the platform.

Key Responsibilities

• 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 documented runbooks for known incidents (service restarts, queue management, stuck jobs, certificate checks).
• Contribute to improving and hardening the infrastructure: strengthen monitoring and alerting, automate manual tasks, and raise reliability and security over time.
• Leverage AI to monitor, investigate, and enhance the platform — use and help improve our in-house Claude-powered assistant, and build better detection and diagnostics.
• Handle L1 client tickets within SLA: login and access issues, document loading, integration and API questions, workflow configuration.
• Communicate clearly with enterprise clients throughout the ticket lifecycle — acknowledge, update, and close.
• Document findings and hand off open items; surface recurring patterns to the EU team.

Familiarity with the stack — or confidence you can pick it up

• Linux & Windows servers — navigate the filesystem, find logs, check and restart services.
• Cloud (Azure preferred; AWS/GCP fine) — navigate the portal, inspect resource state, perform basic operations.
• Networking — DNS, HTTP, load balancers, TLS. Enough to form and check a hypothesis when something looks off.
• Databases — read a SQL query, distinguish reads from writes, recognize destructive operations.
• Caching (Redis or similar) — understand its role, inspect and manage keys safely.
• Application servers (IIS) — work with application pools, locate logs, read a stack trace.
• Search engines (Elasticsearch) — understand cluster state and recognize when something's wrong.
• CI/CD (GitLab CI, Octopus, or similar) — navigate a pipeline, identify a failing stage, understand a deployment.

Required Qualifications

• Prior 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 judgment calls under pressure with incomplete information.
• Fluent written English — every client communication, handoff note, and incident report is written.
• Full-time, exclusive employment.

Preferred Qualifications

• Prior NOC or production-support experience.
• Technical support experience handling enterprise SaaS clients.
• Comfort working alongside AI tooling — prompting, validating output, knowing when to trust vs. verify.

Requirements: