Sr SaaS Operations Engineer

Ascertia is a global provider of digital trust products and services, supporting enterprises, governments, and trust service providers. Their solutions enable secure digital business processes by ensuring digital identities are verified and transactions and signatures are trustworthy. With a strong customer base and over 100 expert partners worldwide, Ascertia has been delivering digital signature platforms and PKI products since 2001. Experiencing steady revenue growth, the company is expanding its team and seeking a Senior SaaS Operations Engineer to join their talented workforce of over 190 employees. This full-time, permanent role offers an excellent opportunity to contribute to Ascertia’s global success by maintaining and enhancing their SaaS services.

Key Responsibilities

- Manage and monitor Ascertia’s SaaS services and operational systems, ensuring timely and effective responses to inbound requests from support and other teams during shifts.
- Collaborate with the SaaS Operations Lead to develop and maintain a comprehensive technical knowledge base and documentation for all SaaS platforms.
- Support internal teams by providing service status updates on cases and projects to stakeholders including Support, Sales, Customer Success, and senior management.
- Work closely with Product Development to test and plan new product releases following a DevOps model.
- Partner with Customer Success to handle complex customer deployments and issues, ensuring successful outcomes.
- Report product bugs, enhancement requests, and recommendations to the Development team.
- Assist in preparing detailed reports on service delivery, performance metrics, and product defects for product owners.
- Oversee operational tasks related to external-facing SaaS platforms, including change management and project planning for system upgrades.
- Ensure systems are configured for security, performance, resiliency, and high availability.
- Communicate planned service interruptions to customers and partners in line with SLAs.
- Identify and implement process and operational improvements in collaboration with the product team.
- Maintain accurate partner and customer information in Salesforce.
- Work flexible rotating shifts, including out-of-hours, to provide 24/7 support ensuring customer and partner satisfaction.
- Monitor SaaS operations using tools such as Site24x7, Status IQ, Azure App Insight, and cloud database metrics to maintain environment integrity and availability.
- Provide feedback to product teams to simplify SaaS operations and support scalable deployments.
- Maintain documentation within Jira and other systems, ensuring proper data management and central storage of policies and procedures.
- Demonstrate excellent self-discipline and time management to handle multiple concurrent tasks effectively.

Required Qualifications

- Strong technical expertise in installing and configuring operating systems (Windows and Linux), databases, and cloud services such as Microsoft Azure and AWS.
- Working knowledge of databases including MS SQL Server, Oracle, MySQL, or PostgreSQL.
- Hands-on experience deploying and testing Java and/or .Net-based applications.
- Proficiency with API testing tools like Postman.
- Experience managing web servers such as MS IIS, Apache, and Apache Tomcat.
- Analytical problem-solving skills with the ability to diagnose complex technical issues.
- Familiarity with container technologies (e.g., Docker) and orchestration tools like Kubernetes, including Azure Kubernetes Service (AKS).
- Ability to support containerized services by following runbooks for routine operations such as restarting pods and checking logs.
- Excellent self-discipline and timekeeping skills to manage multiple tasks efficiently.

Preferred Qualifications and Benefits

- Knowledge of Ascertia’s core products (ADSS Server and SigningHub) and a strong understanding of PKI, EU eIDAS regulations, and GDPR is highly desirable.
- Experience with cryptography, digital signatures, and related technologies is a significant advantage.
- Demonstrated Microsoft Azure skills and experience.
- Competitive remuneration package including provident fund, medical insurance, and allowances.
- Bi-annual bonuses and salary increments.
- Paid time off, maternity/paternity leave, and night shift/public holiday allowances.
- Complimentary meals and company-sponsored social activities such as yearly excursions, and sports clubs including cricket, gaming, and darts.

This role offers a challenging and dynamic environment for professional growth within a globally recognized digital trust company.