Platform Operations & Technical Support Engineer

Context

We are looking for a Platform Operations & Technical Support Engineer who combines technical expertise, operational excellence, and leadership to help deliver a reliable and seamless experience to our customers. Working at the intersection of customer support and platform operations, you will tackle complex technical challenges, drive issue resolution, and contribute to the reliability of our digital solutions.

In this role, you will act as the primary Level 2 escalation point for our customer-facing digital platforms, investigating technical issues, troubleshooting complex configurations, and driving incidents through to resolution.

You will also oversee daily platform operations, helping to ensure the availability, performance, and reliability of our production environment. Alongside the Head of Client Operations, you will contribute to team organization, coach team members, and foster a culture of ownership, collaboration, and continuous improvement. You will work closely with Client Services and partner with Architecture, DevOps, Infrastructure, and Development teams to enhance platform reliability and deliver an outstanding customer experience.

This role is ideal for someone who enjoys solving complex technical problems, takes ownership from investigation through resolution, and thrives in an environment where reliability, service quality, and customer satisfaction are critical.

This role aims to:

• Provide operational support for multiple business-critical software applications and digital services.
• Ensure the availability, reliability, and performance of our production environments.
• Drive incident management, root cause analysis, and continuous service improvement.
• Improve platform scalability, operational efficiency, and time-to-market through automation and collaboration.
• Lead, coach, and coordinate a team of IT Operations Specialists.
• Promote operational excellence, knowledge sharing, and continuous improvement across the team.

Missions

• Organize and coordinate team activities, ensuring effective prioritization and balanced workload distribution.
• Lead, coach, and support team members in their day-to-day activities and professional development.
• Act as the primary Level 2 escalation point for customer-facing incidents and technical issues.
• Coordinate incident response, perform root cause analysis, and drive corrective actions.
• Participate in the on-call rotation and help maintain high service availability.
• Monitor platform health, performance, and reliability using observability and monitoring tools.
• Analyse system and application metrics to support troubleshooting, performance tuning, and capacity planning.
• Identify operational risks and opportunities for improvement, and implement appropriate solutions.
• Contribute to platform evolution, infrastructure planning, and operational governance.
• Enhance monitoring, alerting, logging, and automation capabilities.
• Collaborate with Architecture, Development, DevOps, and Infrastructure teams to improve reliability and delivery processes.
• Contribute to the definition and tracking of service-level objectives and operational KPIs.

Tools & Environment

• Linux
• Networking protocols (TCP/IP, HTTP)
• Security technologies (SSL/TLS, OAuth2)
• CI/CD tools (GitLab, Ansible, Terraform)
• Kubernetes
• ELK stack
• SQL and NoSQL databases
• REST APIs
• Monitoring and observability tools
• Scripting and development languages such as Python, Java, or JavaScript
• Cloud platforms: AWS and/or Azure (considered an asset)
• API Gateways and Apache Kafka (considered an asset)

Working Conditions

• Contract details not specified
• Location not specified
• Participation in on-call rotation required
• Dynamic environment with an entrepreneurial mindset

1. Bachelor's degree (or higher) in Computer Science, Information Technology, Engineering, or a related field
2. 2–5 years of experience in technical support, IT operations, platform operations, SRE, or a similar role
3. Experience operating and supporting production environments, including incident management and troubleshooting
4. Hands-on experience with Linux, networking protocols (TCP/IP, HTTP), security technologies (SSL/TLS, OAuth2), CI/CD tools (GitLab, Ansible, Terraform), Kubernetes, ELK, SQL and NoSQL databases, and REST APIs
5. Experience with monitoring, observability, and operational support tools
6. Ability to script or develop solutions using languages such as Python, Java, or JavaScript
7. Knowledge of AWS and/or Azure, API Gateways, and Apache Kafka is considered an asset
8. Strong analytical, troubleshooting, and problem-solving skills
9. Customer-oriented mindset with excellent communication skills
10. Knowledge of Open Banking would be a strong advantage
11. Fluent in English and French; additional languages are considered an asset
12. Autonomous, adaptable, and collaborative, with a strong sense of ownership and accountability
13. Comfortable working in a dynamic environment with an entrepreneurial mindset