Product Support & Platform Engineer

Univerus is a fast-growing enterprise software company specializing in vertical market solutions. They are seeking a Mid-Level Cloud Product Support & Platform Engineer to provide advanced technical support for the Vista HCM platform and to engage in platform engineering responsibilities focused on operational excellence.

Responsibilities:

• Provide advanced technical support for the Vista HCM platform (payroll, HR, benefits, recruiting, onboarding), diagnosing and resolving complex product and infrastructure issues across the full application stack
• Perform root cause analysis on customer-reported defects and production incidents, working across application logs, databases, and AWS infrastructure to identify and implement lasting fixes
• Design, build, and maintain platform engineering tooling and automation that improves deployment reliability, observability, incident response, and self-service capabilities for development teams
• Operate and support the Vista AWS managed service infrastructure, including compute, networking, storage, databases, and security configurations across US, Canada, and Caribbean regions
• Develop and enhance CI/CD pipelines, infrastructure-as-code templates, and automated testing frameworks that accelerate delivery and reduce operational risk
• Participate in on-call rotations, lead incident response and management for production environments, and drive blameless post-incident reviews to continuously improve system resilience
• Build monitoring dashboards, alerts, and runbooks that enable proactive detection and rapid remediation of service-impacting events
• Champion a “you build it, you own it” culture by creating self-service tooling and documentation that empowers development teams to deploy, monitor, and support their own services
• Collaborate with product management and engineering to translate customer feedback and support trends into actionable product and platform improvements
• Leverage AI-powered tools and technologies to improve development workflows, operational efficiency, and support outcomes
• Contribute to security hardening, compliance audits, and disaster recovery planning for the Vista managed service platform
• Document operational procedures, knowledge base articles, and architectural decisions to raise the collective knowledge of the team

Requirements:

• Strong understanding of cloud computing concepts, specifically AWS services including EC2, RDS, S3, Lambda, CloudFormation, ECS/EKS, IAM, CloudWatch, and VPC networking
• Proficiency in at least one programming or scripting language (Python, Go, Bash, or JavaScript/TypeScript) with the ability to build tooling, automation, and integrations
• Experience operating and supporting a commercial SaaS or managed service product used by enterprise customers of varying size and complexity
• Solid understanding of relational databases (PostgreSQL, MySQL, or SQL Server), query optimization, and data troubleshooting
• Experience with infrastructure-as-code tools (Terraform, CloudFormation, or Pulumi) and configuration management
• Familiarity with CI/CD pipelines (Jenkins, GitHub Actions, GitLab CI, or similar) and modern software delivery practices
• Knowledge of monitoring and observability tools (Datadog, CloudWatch, Prometheus/Grafana, PagerDuty, or similar)
• Strong incident management and troubleshooting skills with the ability to remain calm, methodical, and effective under pressure
• Excellent communication skills—able to explain complex technical issues to both technical and non-technical audiences, including customers and executive stakeholders
• Demonstrated curiosity and a drive to understand systems deeply, identify root causes, and implement solutions that address underlying issues rather than symptoms
• Ability to work independently and collaboratively in a fast-paced, distributed team environment
• Education: Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related technical field—or equivalent professional experience
• 5+ years of experience supporting or operating a commercial cloud-based product used by small, medium, and large enterprise customers
• 3+ years of platform engineering experience building tooling, automation, and infrastructure to support product delivery and operations
• Strong technical and product engineering background with demonstrated ability to work across the full stack
• 3+ years of hands-on AWS experience (certifications such as AWS Solutions Architect or DevOps Engineer are a plus)
• 4+ years of experience operating a commercial product in a production environment, including incident management and on-call responsibilities
• 5+ years of experience in a platform engineering role building tooling and frameworks that enable self-service capabilities for developers in a 'you build it, you own it' environment
• 2+ years of experience using AI-powered tooling (e.g. Claude Code (preferred) or similar) to improve development and operations outcomes
• Experience with HCM, payroll, or benefits administration software platforms. Experience supporting single and multi-tenant SaaS applications across multiple geographic regions
• Familiarity with compliance frameworks relevant to HR/payroll data (SOC 2, ISO 27001)