SaaS Operations Engineer

Description

About Us:

At Sitecore, our mission is to simplify how brands reach, engage, and serve people by delivering intelligent, personalised digital experiences that connect the world. We empower the world’s most iconic brands to build lifelong relationships with their customers—seamlessly, smartly, and at scale.

As the leading provider of agentic digital experience software, Sitecore brings together content, commerce, and data into one composable platform that enables brands to deliver millions of meaningful, adaptive experiences every day. Trusted by global leaders such as American Express, Porsche, Starbucks, and L’Oréal, Sitecore helps brands transform engagement through experiences that are not only personalised but predictive and dynamic.

Our foundation is our people—a diverse, passionate, and collaborative global team spanning over 25 countries. We believe that every experience matters, and that belief starts with how we work together. Our values—empathy, accountability, clarity, and growth—guide how we lead, innovate, and connect. They are the behaviors that bring our mission and vision to life, every day, in every interaction.

As we continue to evolve, we are actively cultivating AI skills across our teams to unlock new levels of creativity, efficiency, and insight. From engineering to customer experience, AI capabilities are becoming integral to how we design, build, and deliver the next generation of digital experiences.

Learn more at Sitecore.com

About the Role:

You will be working directly with the production systems behind all Sitecore SAAS offerings and will be executing SAAS operations required for end-to-end service delivery to our customers and resolve incidents as a level 2 support engineer.

You will be coached in these efforts by a technical lead.

You will collaborate with global colleagues from the SAAS operations team, as well as with colleagues from level 1 and level 3 support.

As a member of the team providing Sitecore’s global 24/7 coverage, your work hours and schedule may vary according to the company’s needs and in compliance with local legal requirements, and you may be required to work hours or shifts outside your regular schedule. You will be paid any overtime or additional compensation or offered time off in lieu, to which you may be entitled based on your work hours, in accordance with applicable law and company policy.

What You’ll Do:

• Execute standardized services from our service catalogue without supervision
• L2 Incident handling based on existing troubleshooting guides
• Play an active role in the incident management process
• Contribute to root cause analysis efforts
• Reply to customer requests via ticketing tool
• Application and infrastructure deployment and maintenance services
• Monitoring and event management
• Collaborate with other engineering teams to deblock service delivery or incident resolution
• Can be counted on to delivery qualitative work
• Make improvements to runbooks under supervision of the Manager, SaaS Operations Delivery

What You Need to Succeed:

• Microsoft Azure Fundamentals (AZ-900) Certification
• At least 1 more certification in Linux, AKS, Elastic or Redis
• 1-2 Years of proven track record in Azure and/or AWS cloud technologies
• 1-2 Years of experience with NoSQL databases like Redis, Elastic Search, Mongo DB etc.
• 1-2 Years of experience in containerization and microservices technologies
• 2-3 Years of experience with Linux and understanding of Linux based software stacks
• Hands-on experience with ITSM tools like Jira Service Desk, Service Now, etc.
• Knowledgeable about on-call management tools like OpsGenie, PagerDuty, etc.
• Experience as an L1 or L2 support engineer
• Out of the box problem solving and troubleshooting skills
• Excellent written and spoken knowledge of English
• Focused on customer success
• Be a team player
• Attention to detail

Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.

How We Hire:

At Sitecore, we put a lot of care and time into who we hire. We believe that in order to build the best products, we need to build high impact teams. Our recruitment process centers around what we call the Life Story interview, a conversational-style interview where we get to learn more about you.