Customer Operations Engineer

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Symphony Industrial AI, Inc. Full time

Introduction

Customer Operations Engineer (Managed Services/SaaS Support Engineer)

About Us:

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. 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:

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.

Job Description

Key Responsibilities:

  • Monitor and maintain the health of SaaS environments, ensuring high availability and performance.
  • Investigate and resolve incidents, problems, and service requests within agreed SLAs.
  • 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:

  • 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.
  • Familiarity with ITIL processes, particularly Incident, Problem, Change, and Service Request Management.
  • Experience working in Managed Services or SaaS Support environments.

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.

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.

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