#Cloud Operations & Support Specialist

Passionate about cloud reliability, automation, and solving tough infrastructure problems? We’re looking for aCloud Operations & Support Specialistto join our Cloud Operations team and help support and scale the infrastructure powering Collabware’s intelligent information management products.

This role is critical to maintaining high availability, security, and performance of the systems across multiple countries and regulatory environments. You’ll handle day-to-day cloud operations, monitoring, troubleshooting, and environment maintenance, while supporting compliance frameworks such as SOC2 and FedRAMP. You’ll also serve as a technical point of contact for internal and customer-raised support requests.

If you're a strong troubleshooter, an excellent investigator, and a self-driven learner who can pick up complex systems quickly—and eventually help train future team members—this is the role for you.

What We Do

At Collabware, our mission is tofree organizations from information chaos. Our cloud-native platforms enable secure, compliant information management for customers across government, regulated industries, and global enterprises.

The Cloud Operations team ensures our infrastructure remains resilient, compliant, scalable, and observable—supporting multiple distributed environments, includingU.S. GovCloud,EU data centers, andcommercial tenants.

Our culture is grounded in five core values:

Think Big, Make It Happen, Embrace and Drive Change, Passion for Customer Success, and Grow Together.

The Responsibilities

**Think Big:**Support and evolve complex global cloud environments in Canada, the United States, and Europe with scalability, reliability, and compliance in mind.

**Embrace and Drive Change:**Adopt new tools, automate manual tasks, and improve deployment workflows as our platforms and customer requirements grow.

**Grow Together:**Learn our environments quickly, develop deep system knowledge, and eventually support onboarding and mentoring future hires.

**Make It Happen:**Take ownership of day-to-day operational tasks, incident investigation, monitoring, and environment maintenance, and the full lifecycle of customer support requests.

**Passion for Customer Success:**Ensure Collabware’s products remain fast, reliable, secure, and compliant—and be a responsive, knowledgeable resource for customers who need help.

The Actions Cloud Operations & Global Environment Support

• Support multi-region cloud environments across Azure commercial and US Government tenants.
• Maintain environment health, uptime, and security across distributed deployments
• Provide coverage for customers operating indifferent time zonesin North America and Europe.
• Assist with environment upkeep, configuration adjustments, and resource optimization
• Support FedRAMP-related remediation tasks, reporting, controls, and documentation

##Customer Technical Support

• Monitor incoming support tickets and requests across channels, ensuring timely acknowledgment and response
• Triage and prioritize issues based on severity, customer impact, and SLA requirements
• Investigate and resolve technical support requests related to Collabspace environments, connectivity, performance, and configuration
• Escalate complex or unresolved issues with clear context, reproduction steps, and diagnostic data
• Communicate clearly and professionally with customers throughout the support lifecycle, setting expectations and providing timely status updates
• Identify recurring support patterns and surface them to improve documentation, automation, and the products

##Monitoring, Dashboards & Observability

• Build and maintain dashboards for system performance, alerts, and health metrics (e.g., Azure Dashboards, Grafana, Prometheus, OpenTelemetry)
• Monitor Collabspace environments and proactively identify issues before they escalate
• Investigate incidents using logs, metrics, traces, and root-cause analysis

##Automation, CI/CD & Cloud Infrastructure

• Support CI/CD pipelines (Azure DevOps, GitHub Actions, or similar)
• Assist with infrastructure-as-code (Bicep/ARM, Terraform)
• Help maintain containerized workloads (Docker, Kubernetes) and troubleshoot cluster issues
• Automate operational processes to reduce manual work and improve consistency

##Security & Compliance

• Support security hardening, product updates, vulnerability remediation, and incident response
• Assist with evidence collection and environment updates for SOC2, FedRAMP, and customer security reviews
• Maintain logging, monitoring, backup, and business continuity policies across regions

##Investigation, Troubleshooting & Support

• Perform deep-dive investigations into system failures, performance issues, and unusual behavior
• Assist Engineering with deployment validation, environment checks, and technical diagnostics
• Help reduce team bottlenecks by owning recurring operational tasks
• Create and maintain runbooks, troubleshooting guides, and operational documentation

Key Skills

• Strong troubleshooting and investigative mindset—able to follow clues, isolate issues, and diagnose complex problems
• Experience in CloudOps, Site Reliability Engineering, DevOps, Network Operations, or data center operations
• Strong understanding of cloud platforms (Azure preferred; AWS/GovCloud experience an asset)
• Knowledge of Kubernetes, container runtimes, and distributed systems
• Familiarity with monitoring/observability tools (Grafana, Prometheus, LogScale, ELK, etc.)
• Ability to work independently and handle tasks without constant oversight
• Customer-facing communication skills—able to explain technical issues clearly to both technical and non-technical audiences
• Comfortable adjusting working hours to support global environments (flexible or East Coast preferred)
• Strong scripting experience (PowerShell, Bash, Python)
• Experience with ticketing and support platforms (e.g. Zendesk, Jira Service Management or similar)

Experience and Qualifications

• 3–5+ years experience in CloudOps, SRE, DevOps, or similar technical operations roles
• Experience maintaining distributed systems, cloud workloads, or regulated environments
• Experience with Azure, Kubernetes, and Terraform/IaC strongly preferred
• Exposure to government or security-compliant environments (e.g., FedRAMP, NIST, SOC2)
• Prior experience supporting production workloads in global or multi-timezone environments
• Prior experience in a customer-facing technical support or managed services role an asset
• Post-secondary education in Computer Science, Information Systems, Cloud Computing, or equivalent experience

Role Expectations

First Month

• Learn Collabware’s cloud environments
• Understand Collabspace architecture, pipelines, and monitoring tools
• Begin supporting low-risk operational tasks with guidance

First Few Months

• Take ownership of dashboards, monitoring, observability, and daily operational functions
• Independently triage, prioritize, and resolve customer support requests; escalate with context when needed
• Begin supporting incident investigations, troubleshooting, patching, and environment maintenance
• Contribute to FedRAMP and SOC2 remediation efforts
• Show increasing independence and self-sufficiency

First Year

• Become a primary operator for major regions
• Lead improvement initiatives around automation, monitoring, and uptime
• Identify support trends and contribute to knowledge base articles, runbooks, and self-serve resources
• Mentor future CloudOps hires and contribute to onboarding playbooks
• Significantly reduce bottlenecks on senior CloudOps engineers

The Benefits

• Unlimited Vacation – You must take at least 3 weeks’ off per year!
• Health, Dental, and Vision benefits that start Day 1
• Growth Opportunities – Early on, you’ll be put on our Growth Framework to plan your career
• Stock Options
• Yearly $1,000 Technology stipend for your personal use – like AirPods, GPUs, smartwatches – anything tech really!
• Yearly $1,000 Career Development stipend for courses, conferences, books, and anything else that sharpens your skills!
• Yearly $1,000 Extended Health stipend
• Social Gatherings & Friday Lunches

The Hiring Process

If this posting sounds like a fit for you, apply today! Here is what you can expect:

We’re excited to dive into your resume – brownie points for sending a cover letter that explains why you’re interested in joining our team as well! This will help us get to know you better and learn about your experiences.

If we think you may be a fit, we will reach out and set up a brief 30-minute phone call with our People and Culture Manager. Here, you’ll discuss the company, role, and how your experiences and expectations align with ours. To respect your time, we will strive to complete the hiring process and make our decision within 10 business days. We won’t leave you hanging!
Next, you will be invited to a 90-minute behavioral & skills interview with our Director, Cloud Operations of the team. Here, we’ll dive a bit more into your experiences and run through sample scenarios. This will also be a great opportunity to ask all your questions to the team!
The next step in the process is a Team Fit Interview, where you will get a chance to meet a diverse group of your potential future colleagues! We take a great deal of pride in the culture we are trying to foster, and we want to make sure you’ll fit right in. Bring all the questions you can think of about the team!

• The final stage – a one-on-one meeting with our CEO. Here, you’ll chat about the role and the company vision. If you are in the Vancouver area, this meeting will typically be done over lunch.