Platform Operations And Support Engineer Night Shift

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

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: