The Role
Maintain and improve platform monitoring, performance, and incident response through automation and AI-driven tooling. Perform root-cause analyses, implement monitoring and remediation, document SOPs/ARPs, escalate complex issues, and collaborate with engineering and infrastructure teams to increase platform stability and observability.
Summary Generated by Built In
The FreedomPay Commerce Platform is the technology of choice for many of the largest companies across the globe in retail, hospitality, lodging, gaming, sports and entertainment, foodservice, education, healthcare and financial services. FreedomPay’s technology has been purposely built to deliver rock solid performance in the highly complex environment of global commerce. The company maintains a world-class security environment and was first to earn the coveted validation by the PCI Security Standards Council against Point-to-Point Encryption with EMV standard in North America. FreedomPay’s robust solutions across payments, security, identity and data analytics are available in-store, online and on-mobile and are supported by rapid API adoption. The award winning FreedomPay Commerce Platform operates on a single, unified technology stack across multiple continents allowing enterprises to deliver a consistent, repeatable experience on a global scale. FreedomPay is a fast paced, high growth company with a great culture with competitive benefits and compensation with a business casual atmosphere.
FreedomPay is seeking a Platform Operations Engineer to help the Platform Operations team maintain operational readiness as the company scales. This role is focused on automation and AI strategies to build and improve tools and processes that keep pace with FreedomPay’s growth.
You’ll work closely with Platform Operations Analysts, engineering, and infrastructure teams to identify automation opportunities, apply AI-driven tooling to detect and resolve issues faster, and continuously improve how the team monitors the platform.
Primary Responsibilities
- Identify monitoring and performance optimization opportunities, implement improvements, and continuously optimize system monitoring.
- Conduct root-cause analysis for platform incidents, implement and maintain monitoring tools, and develop proactive strategies and solutions to prevent recurrence.
- Serve as an escalation point for complex technical issues related to platform and services performance and stability. Manage problems and coordinate escalation and resolution efforts, developing solutions that minimize business impact.
- Document procedure improvements and maintain detailed SOP and ARP documentation to support operational consistency and knowledge retention.
- Continuously build technical knowledge and act as a subject-matter expert across multiple platform areas, while maintaining strong relationships with stakeholders across FreedomPay.
Required Background and Experience
- BS degree in Computer Science or equivalent, or equivalent years of relevant experience.
- 4+ years of hands-on technical experience in highly available, high-throughput, web-based or transaction-processing environments.
- Strong problem-solving skills, with a track record of researching and applying the latest technological strategies to improve platform operations.
- Strong incident management, with a track record of driving issues to resolution and minimizing business impact.
- Excellent communication and organizational skills, with a strong sense of ownership and service.
Required Technical Skills
- Proficiency with an enterprise APM or observability platform (e.g., Dynatrace, Datadog, New Relic, or comparable) for monitoring and performance optimization.
- Experience with AIOps and ML-driven observability capabilities, including anomaly detection, alert correlation, and intelligent noise reduction, to surface issues earlier and shorten time to detection.
- Experience with log management and analysis tools such as Splunk or similar platforms.
- Experience with AI-assisted development and operations tools such as Claude (Anthropic) or similar platforms.
- Proficiency in scripting and automation, including PowerShell and/or Python, to support monitoring, tooling, and remediation work.
- Solid understanding of core networking concepts: firewalls, load balancing, and TCP/IP routing and switching.
- Working knowledge of modern technology infrastructure, including Kubernetes, Terraform, IaaS/PaaS cloud services, Azure, and VMware.
- Experience with Azure Logic Apps, Azure Functions, or Azure AI Foundry for automation and AI-driven workflows.
- Strong SQL / T-SQL skills.
Preferred Qualifications
- Experience with payment processing systems or financial services.
- Knowledge of PCI policies and best practices.
- Experience mentoring and sharing knowledge with team members.
Skills Required
- BS in Computer Science or equivalent experience
- 4+ years hands-on experience in highly available, high-throughput web or transaction-processing environments
- Proficiency with an enterprise APM/observability platform (Dynatrace, Datadog, New Relic)
- Experience with AIOps and ML-driven observability (anomaly detection, alert correlation, noise reduction)
- Experience with log management/analysis tools such as Splunk
- Experience with AI-assisted dev/ops tools such as Claude (Anthropic) or similar
- Proficiency in scripting/automation (PowerShell and/or Python)
- Solid understanding of core networking concepts (firewalls, load balancing, TCP/IP routing and switching)
- Working knowledge of Kubernetes, Terraform, IaaS/PaaS cloud services, Azure, and VMware
- Experience with Azure Logic Apps, Azure Functions, or Azure AI Foundry for automation and AI-driven workflows
- Strong SQL / T-SQL skills
- Strong problem-solving, incident management, communication, organizational skills, and ownership mindset
- Experience with payment processing systems or financial services
- Knowledge of PCI policies and best practices
- Experience mentoring and sharing knowledge with team members
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The Company
What We Do
The FreedomPay Commerce Platform is the best way for merchants to simplify complex payment environments. Validated by the PCI Security Standards Council for Point-to-Point Encryption (P2PE) along with EMV, Tokenization, Contactless and DCC capabilities, global leaders in retail, hospitality, gaming, education, healthcare and financial services trust FreedomPay to deliver unmatched security and advanced value added services.
