SaaS Operations Engineer

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 guide how we lead, innovate, and connect. They are the behaviours 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/ The Opportunity: 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, and 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 for 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 proven track record in Azure and/or AWS cloud technologies. 1-2 Years experience with NoSQL databases like Redis, Elastic Search, Mongo DB etc. 1-2 Years experience in containerization and microservices technologies · Kubernetes administration knowledge. 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. Experience as an L1 or L2 support engineer. Additional Skills That Could Set You Apart: Hands-on experience with Kubernetes package management using Helm/Helm Charts will be considered a plus. Knowledgeable about on-call management tools like OpsGenie, PagerDuty, etc. 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.