Operations Engineer - Messaging Platforms

About the role

Syniverse is looking for an Operations Engineer in San Jose, Costa Rica. This is an individual contributor role with no direct reports, focused on solving complex day-to-day customer, application and infrastructure issues through analysis and research. The engineer installs, configures, operates and evolves common infrastructure such as networks, servers and external services like the cloud.

Key responsibilities

• Monitor messaging application performance and availability, respond to incidents and alerts, and attend on-call rotation and incident response.
• Provide technical support for multiple messaging platforms and handle Level 3 customer tickets, maintaining ownership of issues until resolution.
• Troubleshoot and resolve application issues, working with development and infrastructure teams.
• Deploy updates, patches and configuration changes to messaging systems.
• Maintain operational procedure and troubleshooting documentation, and take part in incident management, change management, root cause analysis and service requests tracked in Jira.
• Assist in capacity planning, scalability and system optimization, and ensure compliance with security and data privacy standards.
• Analyze metrics to identify SLA trends and deviations, review support tickets, and execute action plans based on customer feedback.
• Monitor production servers and application health (file processing, data loading, scheduled tasks, reports, dashboards and logs), benchmark performance and conduct user acceptance tests in production.
• Work with Product and Development on releases and enhancements.

Required profile

• Bachelor's degree in computer science, electronics, telecommunications or equivalent work experience.
• 3-5 years of professional experience in application support, production support, technical customer support, problem management, relational databases, programming, cloud engineering or application operations.
• Experience operating messaging platforms or related applications.
• Strong troubleshooting and analytical skills, effective communication and teamwork.

Required skills

• Understanding of networking, databases and application servers.
• Familiarity with monitoring tools and ITSM ticketing systems.
• Preferred: scripting (Python, Shell), certifications in RHEL, AWS, Kubernetes, cloud operations and databases, and telecom protocols such as SMPP, SS7, SIP, REST, SOAP, A2P, P2P.

What we offer

• Competitive total compensation.
• Flexible and remote work options.
• A leadership team committed to an inclusive, collaborative and transparent culture.