Product Support & Platform Engineer

• *ABOUT UNIVERUS:** Founded in 2019 and headquartered in Burnaby, British Columbia, Univerus is a fast-growing enterprise software company specializing in vertical market solutions. With over 300 employees, more than 20 acquisitions, and a global customer base exceeding 3,500 organizations, Univerus delivers mission-critical technology across public and private sectors. Our flagship product, Unity ERP, powers operations in local government, utilities, construction, manufacturing, health and safety, education, and beyond. As part of the Univerus family, PDS combines over 50 years of human capital management expertise, now enhanced by the broader innovation and resources of Univerus. PDS’ Vista® is the complete HCM software solution Built to Empower. All the pieces— human resources, payroll, benefits, recruiting, onboarding, time and attendance, self-service, analytics, extensive reporting, and workflow—on-premises or in the cloud, come together to simplify your business practices and processes.

• *POSITION DETAILS:**

Hours: 8:00am to 5:00pm, Monday to Friday Salary Range: $100,000 - $150,000 per year Location: Remote USA/CANADA

• *ROLE OVERVIEW:**

We are seeking a Mid-Level Cloud Product Support & Platform Engineer to join our Vista Cloud Operations & Platform Engineering team. This is a dual-role position combining hands-on product support for our Vista HCM platform—covering payroll, human resources, benefits, recruiting, and onboarding—with platform engineering responsibilities focused on operational excellence. Vista is delivered as a managed service on AWS, serving small, medium, and large enterprise customers across the United States, Canada, and the Caribbean. The ideal candidate brings a strong technical foundation, genuine curiosity, and a passion for diving deep into customer and product issues to drive the best possible outcomes. You will be equally comfortable triaging a critical customer escalation as you are building automation that prevents the next one.

• *ORGANIZATIONAL RELATIONSHIP:**

This position will report currently to the VP, Product Engineering and Operations. The role collaborates closely with product development, quality assurance, customer support, security, and infrastructure teams. As a mid-level engineer, you will mentor junior team members and contribute to cross-functional initiatives that improve the Vista managed service platform.

• *KEY RESPONSIBILITIES:**

• Provide advanced technical support for the Vista HCM platform (payroll, HR, benefits, recruiting, onboarding), diagnosing and resolving complex product and infrastructure issues across the full application stack.

• Perform root cause analysis on customer-reported defects and production incidents,

working across application logs, databases, and AWS infrastructure to identify and implement lasting fixes.

• Design, build, and maintain platform engineering tooling and automation that improves deployment reliability, observability, incident response, and self-service capabilities for development teams.
• Operate and support the Vista AWS managed service infrastructure, including compute,

networking, storage, databases, and security configurations across US, Canada, and Caribbean regions.

• Develop and enhance CI/CD pipelines, infrastructure-as-code templates, and automated testing frameworks that accelerate delivery and reduce operational risk.
• Participate in on-call rotations, lead incident response and management for production environments, and drive blameless post-incident reviews to continuously improve system resilience.
• Build monitoring dashboards, alerts, and runbooks that enable proactive detection and rapid remediation of service-impacting events.
• Champion a “you build it, you own it” culture by creating self-service tooling and documentation that empowers development teams to deploy, monitor, and support their own services.
• Collaborate with product management and engineering to translate customer feedback and support trends into actionable product and platform improvements.
• Leverage AI-powered tools and technologies to improve development workflows,

operational efficiency, and support outcomes.

• Contribute to security hardening, compliance audits, and disaster recovery planning for the

Vista managed service platform.

• Document operational procedures, knowledge base articles, and architectural decisions to raise the collective knowledge of the team.
• *REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:**

• Strong understanding of cloud computing concepts, specifically AWS services including EC2, RDS, S3, Lambda, CloudFormation, ECS/EKS, IAM, CloudWatch, and VPC networking.

• Proficiency in at least one programming or scripting language (

Apply tot his job Apply To this Job