Client Service Specialist - Associate

The Client Service Specialist – Associate role supports the stability, performance, and day-to-day operation of hosted application and infrastructure environments. This includes monitoring system health, responding to i ---------- , and executing operational processes across cloud and application layers.

The role combines system administration, production support, and DevOps practices, with a focus on proactive monitoring, i ---------- response, and continuous improvement of system reliability. Responsibilities include troubleshooting across infrastructure and applications, supporting deployments and maintenance, and ensuring system availability and performance. The role partners with engineering, product operations, and client-facing teams to resolve issues and validate system changes, and requires familiarity with cloud platforms (e.g., Amazon Web Services) and observability tools (e.g., Datadog, Grafana, ELK), with an expectation of independent operational ownership, on-call participation, and contributions to automation and process improvement.

Responsibilities:
• Administer the PCI application suite within hosted (cloud-based) environments, monitoring application and infrastructure health using tools such as Datadog, Grafana, and ELK (Kibana), and responding to alerts related to performance, capacity, and availability
• Triage and resolve i ---------- across production and lower environments, including monitoring support channels/calls and prioritizing incoming requests; leverage knowledge of the PCI application suite and hosted environments to diagnose issues, guide resolution, and determine appropriate escalation
• Act as a primary point of contact for operational issues and requests, coordinating across engineering, product operations, and client-facing teams to drive resolution, support system changes, and validate system performance following deployments or maintenance
• Execute routine operational tasks to maintain system stability, including deployments, patching, failover activities, and environment refresh processes (e.g., DR/HA, gold copies)
• Support cloud-based environments in Amazon Web Services (AWS), including compute, storage, and networking components, as well as application servers and database systems (e.g., Oracle)
• Follow and contribute to operational runbooks and standard procedures to ensure consistency and reliability in system operations
• Identify opportunities to improve efficiency by reducing manual processes and contributing to automation, monitoring enhancements, and alert tuning
• Manage and update work through ticketing systems (e.g., JIRA, ServiceNow), ensuring clear documentation and adherence to SLAs

Skills and Qualifications:
• 0–3 years of experience in technical operations, system administration, DevOps, or related roles
• Foundational knowledge of cloud platforms, preferably Amazon Web Services (AWS)
• (AWS Cloud Practitioner or Solutions Architect Associate certification is a plus)
• Understanding of core infrastructure concepts, including:
• Compute, networking, and storage
• Linux and/or Windows system administration
• Basic scripting (e.g., Python, Bash, or PowerShell)
• Exposure to or interest in site reliability and operational best practices, including monitoring, alerting, and i ---------- response
• Ability to troubleshoot technical issues across systems, logs, and environments using a structured, analytical approach
• Familiarity with observability and monitoring tools such as:
• Datadog
• Grafana
• ELK stack (Kibana)
• Strong problem-solving mindset with a focus on automation, efficiency, and reducing manual processes
• Ability to manage multiple tasks, i ---------- , and priorities in a fast-paced operational environment
• Strong communication skills, including the ability to translate technical issues for non-technical stakeholders
• Experience with ticketing systems (e.g., JIRA, ServiceNow) and structured operational workflows is a plus
• Exposure to databases (e.g., Oracle) or enterprise application environments is a plus
• Prior experience in a client-facing or support role is a plus, particularly when combined with technical troubleshooting responsibilities
IMPORTANTE: availability for a 4-day, 10-hour shift (Friday to Monday): This is a permanent requirement for the foreseeable future.