Platform Operations & Support Engineer

About the role

Join TransPerfect’s Wordbee platform team as a Platform Operations & Support Engineer. You will keep the SaaS localization platform running smoothly, respond to incidents, and provide first‑line support to enterprise clients, all while leveraging an in‑house Claude‑powered AI assistant.

Key responsibilities

• Act as the primary responder for alerts, incidents, and client tickets.
• Monitor platform health through dashboards, alerts, and log queries; investigate and resolve incidents end‑to‑end.
• Execute and improve documented runbooks for common issues such as service restarts, queue management, and certificate checks.
• Contribute to infrastructure hardening by enhancing monitoring, automating manual tasks, and raising reliability and security.
• Leverage the Claude‑powered AI assistant to detect, diagnose, and automate platform operations.
• Handle L1 client tickets within SLA, covering login, document loading, API, and workflow questions.
• Communicate clearly with enterprise clients throughout the ticket lifecycle and document findings for the EU team.

Required profile

• Solid operational competence with the ability to read and critically assess runbooks and commands.
• Confidence to quickly ramp up on unfamiliar parts of the stack.
• Experience working in a DevOps or site‑reliability environment.
• Strong judgment to recognize potentially destructive actions before execution.
• Willingness to work on‑site in Cebu and collaborate with infrastructure and support teams.

Required skills

• Infrastructure monitoring and alerting.
• Incident response and troubleshooting.
• Automation of routine operational tasks.
• Use of AI‑assisted tools (Claude‑powered assistant).
• Runbook execution and improvement.