SaaS Escalation and Operations Engineer

March 26

Apply Now

Receive Emails with Similar Jobs

Ionic Partners

WebsiteLinkedInAll Job Openings

Ionic Partners is focused on helping mature, successful companies navigate the '2nd Chasm', a phase beyond the early majority in the Technology Adoption Curve where growth flattens. By creating a horizontal platform, they aim to merge similar '2nd Chasm' companies to scale, innovate with modern products, build with experienced leaders, and take their solutions global. Their mission is to assist companies in finding new markets and customer bases to rejuvenate business growth and avoid traditional decline.

11 - 50 employees

🏢 Enterprise

🤝 B2B

☁️ SaaS

📋 Description

• Are you a high-performing Cloud Support professional who enjoys deep-diving into high-impact SaaS issues? • Are you ready to work with cross-functional teams to drive outcomes and find solutions to customer escalations? • Do you want to work for a best-in-class, 100% remote organization with the brightest talent from around the world? • Sparkrock helps social benefit organizations like nonprofits, school boards, and government agencies to reach their greatest potential using technology. • We help to make these mission-driven organizations more efficient, freeing up their time and resources to focus on the good they want to achieve. • Every day, nearly 45,000 people use our ERP products to make the world a better place. • We are looking for a SaaS Escalation and Operations Engineer who will unblock the business and fix what’s broken. • You’ll not only solve critical issues but also make lasting changes by working across support, engineering, and infrastructure teams. • Unlike traditional ops or support roles, this is a full-stack operations role - you won’t be handing off problems. • You’ll drive them to resolution and make sure they don’t come back. • If you are highly motivated and love thriving in ambiguity, taking ownership, and enjoying deep-diving into hard problems, Sparkrock is the place for you!

🎯 Requirements

• No specific degree is required. Proven hands-on experience outweighs formal education. • 3+ years in a SaaS support, SRE, DevOps, or infrastructure engineering role. • Hands-on experience with cloud infrastructure (AWS, Azure) • Proven incident response and troubleshooting abilities • Comfortable navigating application code, logs, and APIs to identify product-related issues • Experience working with cross-functional teams to drive outcomes • Strong communication skills and ability to coordinate across stakeholders • Extensive hands-on experience in Windows Server administration and troubleshooting • Demonstrated ability to take an issue from report to resolution • Comfort working in multi-tenant SaaS environments • Strong understanding of systems, networks, and application behavior • Ability to work independently and drive action across multiple teams • Ownership mindset, calm under pressure, empathetic communicator, relentless problem-solver, bias for action.

🏖️ Benefits

• We are 100% remote and global. Live your best life wherever that may be, and never lose out on career opportunities because of it. • Flexible work hours – we work asynchronously and don’t care when you’re online, just that you deliver great results and are there for our customers. • We are dedicated to your growth with consistent and meaningful feedback, support in achieving your personal career goals, and access to leading-edge tools, playbooks, and technology to amplify your experience. • Introductions to thought leaders in the space and webinars on cutting-edge tech hot topics. • Stipend to help set up your ideal home office. • Focus on culture: coffee chats, happy hours, cooking classes, book clubs, and more!