Software Operations Engineer

Who we are: Hi, we’re SambaSafety and we offer the industry’s most comprehensive driver monitoring software. Our mission is promoting safer communities by reducing risk through data insights. Companies trust SambaSafety to keep their employees safe on the roads, price and reduce risk, help protect their brand, their bottom line, and our global community. We’ve built an inclusive, supportive, and exceptional culture where every employee is empowered in their role. Don’t take our word for it; we’ve been recognized as a Top Workplace by The Denver Post , Albuquerque Journal, Sacramento Bee, and Built In Colorado . And our employees rate SambaSafety as top-notch, with a rock solid Top Rating on Glassdoor . What You’ll Do: SambaSafety is seeking a dedicated and skilled Operations Engineer to join our dynamic Software Operations team. In this role, you will be instrumental in maintaining and optimizing the performance of our Software-as-a-Service (SaaS) production and demo environments. This is an exciting opportunity for an engineer who thrives in a fast-paced and innovative environment and who is passionate about ensuring the reliability and scalability of high-availability systems. The Software Operations (SOOP) team serves as the operational backbone between many teams, such as Engineering, Product, SRE, DataOps, Compliance, Gov Relations and Customer Experience. This role requires strong production support skills, excellent operational judgment, and comfort working within structured incident, problem, and service request processes, currently using Jira Service Management, and modern observability platforms such as Dynatrace. This role is not a customer support position; it is a technical operations role focused on production reliability, incident management, and platform stability. Responsibilities System Management: Oversee the deployment, monitoring, maintenance, and support of all SaaS production and demo systems and infrastructure. Incident and Problem Management: Respond to and resolve production incidents, ensuring minimal downtime and customer impact. Triage, manage, and resolve production incidents and recurring operational problems using ITIL‑aligned practices. Own incident coordination, technical investigation, escalation, and post‑incident documentation. Ensure accurate ticket status, ownership, and timelines within Jira Service Management. Operational Tooling: Use Jira Service Management as the system of record for incidents, problems, and service requests. Maintain and contribute to operational documentation and runbooks in Confluence. Monitor production health and investigate anomalies using Dynatrace and related observability tools. Performance Optimization: Analyze system performance and implement tuning improvements to ensure optimal system efficiency and reliability Automation: Develop and maintain automation scripts and tools to improve operational workflows and reduce manual intervention. Cross‑Team…