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Sitecore is seeking a SaaS Operations Engineer to support its global digital experience platform serving major brands like American Express, Porsche, Starbucks, and L'Oréal. You will work directly with production systems behind Sitecore's SaaS offerings, executing level 2 incident handling and operations required for end-to-end service delivery.
In this role, you will:
- Execute standardized services from the service catalogue without supervision
- Handle L2 incidents based on existing troubleshooting guides and contribute to root cause analysis
- Manage customer requests via ticketing tools
- Perform application and infrastructure deployment and maintenance services
- Monitor systems and manage events
- Collaborate with engineering teams to resolve incidents and unblock service delivery
- Improve runbooks under manager supervision
- Participate in Sitecore's global 24/7 coverage model, with schedule flexibility as needed
You will be coached by a technical lead and collaborate with global colleagues from the SaaS operations team, as well as level 1 and level 3 support engineers. Work hours may vary according to company needs and local legal requirements; overtime and additional compensation or time off in lieu will be provided as applicable.
Sitecore is a leading provider of agentic digital experience software that brings together content, commerce, and data into one composable platform. The company operates across 25+ countries with a diverse, collaborative team focused on delivering intelligent, personalized digital experiences at scale.
REQUIREMENTS:
- Microsoft Azure Fundamentals (AZ-900) Certification (required)
- At least 1 additional certification in Linux, AKS, Elastic, or Redis
- 1–2 years proven track record with Azure and/or AWS cloud technologies
- 1–2 years experience with NoSQL databases (Redis, Elasticsearch, MongoDB, etc.)
- 1–2 years experience with containerization and microservices technologies; Kubernetes administration knowledge
- 2–3 years experience with Linux and understanding of Linux-based software stacks
- Hands-on experience with ITSM tools (Jira Service Desk, ServiceNow, etc.)
- Experience as an L1 or L2 support engineer
ADDITIONAL SKILLS THAT COULD SET YOU APART:
- Hands-on experience with Kubernetes package management (Helm/Helm Charts)
- Knowledge of on-call management tools (OpsGenie, PagerDuty)
- Out-of-the-box problem-solving and troubleshooting skills
- Excellent written and spoken English
- Customer success focus
- Team player mentality
- Attention to detail
