Platform Operations & Support Engineer

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

You don't need to be an expert in all of these, but you do need real working familiarity with most — and the confidence and track record to ramp up quickly on the rest. The bar is solid operational competence: enough to read a runbook critically, understand what a query or command actually does, and catch a destructive one before you hit enter.

Most queries and commands you run will come from runbooks or the AI assistant — you won't be inventing them from scratch. What we need is the judgment to read them, understand what they do, and recognize when one looks risky before you proceed.

• 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.