Offer summary

Qualifications:

3-5 years of experience in application monitoring within an enterprise organization., Proficiency in Linux CLI and scripting languages such as Bash, Perl, or Python for at least 2 years., Strong troubleshooting skills with the ability to analyze logs and assess faults., Familiarity with cloud environments (AWS, Azure, GCP) and basic networking concepts..

Key responsabilities:

Serve as the Level 1 technical point of contact for SaaS customers, handling support tasks and escalations.

Monitor production and staging environments 24/7 to ensure uptime and service availability.

Collaborate with Cloud Operations and R&D teams to maintain service standards and improve incident response processes.

Document incidents and resolutions while managing support tickets for timely issue resolution.

Job description

Description

Personetics is shaping the Cognitive Banking era, harnessing AI to help banks anticipate customer needs, provide actionable insights, and deliver intelligent financial guidance. Our platform continuously analyzes and leverages real-time transactional data, enabling banks to proactively support customers in managing their finances and reaching their goals. As industry leaders—yes, we really are leaders—we partner with the world’s top financial institutions, empowering over 150 million customers monthly across 35 global markets from offices in New York, London, Singapore, São Paulo, and Tel Aviv.

About the position

An Operations Support Engineer in Personetics SaaS is responsible for monitoring and maintaining the health and performance of the company's SaaS application and infrastructure. They actively respond to alerts, perform initial investigations, and collaborate with cross-functional teams to ensure seamless operation. In addition to SaaS monitoring, this role includes handling Level 1 (L1) support tasks for SaaS customers, such as troubleshooting common issues, escalating more complex problems, and ensuring timely resolution of incidents. The engineer will also respond to and triage on-premises support calls, coordinating with the appropriate teams for resolution. Furthermore, the role plays a vital part in implementing and enhancing monitoring tools, improving incident response processes, and contributing to the overall reliability and scalability of the company's cloud and on-premises services.

Responsibilities

Serve as the Application Support Level 1 technical point of contact for Personetics SaaS customers.
Monitor Personetics Production and Staging environment 24x7x365 to ensure uptime and service availability and to minimize or mitigate any service disruptions
Integrate and collaborate with the Cloud Operations & R&D teams in the production environment.
Ensure Personetics network and customers service meet its high standards and SLA.
Develop and maintain Support standard operating procedures and alerts.
Handle 1st Level Escalations via phone calls , emails, and ticketing systems for both SaaS and On-premises(calls) customers
Respond to alerts in real-time, perform initial triage to determine the severity of incidents, provide solutions, or escalate to other teams.
Manage monitoring tools to ensure proactive monitoring of the SaaS environments.
Identify and resolve issues pertaining to Kubernetes clusters, pods, and application performance.
Detection and response to security events according to protocol, including triage and prioritization.
Alerting the chain of command, security, and/or privacy teams to security events.
Document incidents, resolutions, and best practices for continuous improvement.
Create, update, and track support tickets to ensure timely issue resolution.

Requirements

Application Monitoring Expert in an enterprise organization - 3-5 years of experience
Understand the basic concepts of a SaaS application architecture
Linux CLI experience - Minimum 2 years’ experience
Using scripting languages – Bash/Perl/Python etc. - Minimum 2 years’ experience
Strong troubleshooting skills - review and analyze logs
Will work in shifts 24x7 (8 hours a day) and be available for on-call support as needed
Ability to assess faults, prioritize, respond, and escalate accordingly
Understanding of cloud environments (AWS, Azure, GCP) and basic networking concepts
Capable of multi-tasking, good time management and prioritization of workload
Experience in managing Kubernetes clusters and associated tools
Excellent written and verbal communication skills and ability to collaborate effectively across teams

Nice to have

Kubernetes fundamentals
Experience in Microsoft Azure portal and tools
DB and SQL fundamentals
Information security monitoring related experience
Knowledge of monitoring tools (e.g., Datadog, New Relic, Coralogix, Nagios, or equivalent)
Familiarity with CI/CD pipelines and DevOps concepts
Exposure to log management platforms like ELK stack (Elasticsearch, Logstash, Kibana) , Coralogix or Grafana
Understanding of API troubleshooting using tools like Postman

Required profile