Who you are

• Bachelor’s degree in Computer Science, Engineering, or equivalent experience
• Familiarity with cloud infrastructure and CI/CD pipelines (Azure, networking, Kubernetes, SQL, etc.)
• Experience with multiple programming and scripting languages such as Bash, Java, T-SQL, Terraform/Helm, Python, and TypeScript
• Knowledge of monitoring and observability tools and the ability to interpret data and logically hypothesize probable failure modes (AppDynamics, Prometheus, ELK, etc.)
• Strong analytical skills in root cause analysis, debugging, and technical/system-level problem solving
• Experience facilitating or leading technical teams
• Ability to articulate complex technical concepts clearly to diverse audiences, both verbally and in written formats
• Ability to effectively interface with AI, use context, and perform prompt engineering to support day to day work
• Familiarity with Agile, DevOps, SRE, ITIL, platform engineering, or Scrum practices
• Ability to build and present insightful data visualizations using any BI tool or language

What the job involves

• For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings
• For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role
• The Service Delivery Management team, part of SaaSOps, supports PointClickCare Engineering by guiding teams on best practices to improve software delivery quality and speed. They oversee change management and incident response, fostering consistent standards and collaboration across the organization
• The Service Delivery Management Organization Focuses specifically on incident response, preparedness, and reliability enablement across the SDLC
• As a Process Engineer, you will be a borderless change agent and champion of good engineering culture and excellent
• You will help engineering teams build, operate, and scale reliable cloudbased systems across PointClickCare’s SaaS platform
• You will bring strong technical judgment, operational excellence, and a systems thinking mindset to prevent incidents, lead incident response, and drive production readiness across our services
• In this role, you will partner cross-functionally with software engineering, SRE, architecture, and SaaS operations teams to strengthen reliability through modern SRE practices, including chaos engineering, post-incident learning, risk-aware change enablement, and readiness assessments
• You’ll help engineering teams deliver software with greater safety, faster recovery, and less operational toil — enabling teams to ship quickly without compromising reliability
• Act as Incident Commander during events impacting SaaS availability, ensuring a scientific approach to troubleshooting and resolution, as well as clear stakeholder communications
• Be a champion for post-mortem culture by leading blameless incident retrospectives, identifying systemic root causes and improvement opportunities
• Facilitate our change enablement practice, partnering with engineering teams to optimize velocity and production risk when composing infrastructure and software change planning
• Identify and execute on opportunities to reduce operational toil, automate manual processes, or make our processes leaner while empowering teams and reducing cross-team dependencies
• Lead Chaos Engineering activities to promote incident preparedness among engineering teams