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 (Python, Go, Bash, or

JavaScript/TypeScript) with the ability to build tooling, automation, and integrations.

• Experience operating and supporting a commercial SaaS or managed service product used

by enterprise customers of varying size and complexity.

• Solid understanding of relational databases (PostgreSQL, MySQL, or SQL Server), query

optimization, and data troubleshooting.

• Experience with infrastructure-as-code tools (Terraform, CloudFormation, or Pulumi) and

configuration management.

• Familiarity with CI/CD pipelines (Jenkins, GitHub Actions, GitLab CI, or similar) and modern

software delivery practices.

• Knowledge of monitoring and observability tools (Datadog, CloudWatch,

Prometheus/Grafana, PagerDuty, or similar).

• Strong incident management and troubleshooting skills with the ability to remain calm,

methodical, and effective under pressure.

• Excellent communication skills—able to explain complex technical issues to both technical

and non-technical audiences, including customers and executive stakeholders.

• Demonstrated curiosity and a drive to understand systems deeply, identify root causes, and

implement solutions that address underlying issues rather than symptoms.

• Ability to work independently and collaboratively in a fast-paced, distributed team

environment.

• Experience applying AI-powered development and operations tools (GitHub Copilot,

Claude, ChatGPT, or similar) to improve productivity and outcomes.

EDUCATION AND EXPERIENCE:

Basic Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a

related technical field—or equivalent professional experience.

• 5+ years of experience supporting or operating a commercial cloud-based product used by

small, medium, and large enterprise customers.

• 3+ years of platform engineering experience building tooling, automation, and infrastructure

to support product delivery and operations.

• Strong technical and product engineering background with demonstrated ability to work

across the full stack.

Preferred Qualifications:

• 3+ years of hands-on AWS experience (certifications such as AWS Solutions Architect or

DevOps Engineer are a plus).

• 4+ years of experience operating a commercial product in a production environment,

including incident management and on-call responsibilities.

• 5+ years of experience in a platform engineering role building tooling and frameworks that

enable self-service capabilities for developers in a “you build it, you own it” environment.

• 2+ years of experience using AI-powered tooling (e.g. Claude Code (preferred) or similar) to

improve development and operations outcomes.

• Experience with HCM, payroll, or benefits administration software platforms.

• Experience supporting single and multi-tenant SaaS applications across multiple

geographic regions.

• Familiarity with compliance frameworks relevant to HR/payroll data (SOC 2, ISO 27001).

WHAT WE OFFER:

• Health and Dental
• EFAP
• RRSP Matching
• Generous Paid Time Off
• Flexible Work Environment
• Education Reimbursement Program

Our Commitment to Diversity, Equity & Inclusion

Univerus is proud to be an equal opportunity employer. We are committed to creating an inclusive and respectful workplace where everyone feels valued, supported, and empowered to contribute fully. We welcome applications from candidates of all backgrounds, abilities, and experiences, including but not limited to Indigenous peoples, racialized persons, women, LGBTQ2S+ individuals, persons with disabilities, and veterans.

If you require accommodation at any stage of the recruitment process, please let us know. We are committed to working with you to ensure your needs are met.

Please note that we may use AI as part of our recruitment and hiring process. While we may incorporate select AI features to enhance process efficiency, we remain committed to human-led decision making. We recognize that AI is not perfect, so all AI-generated outputs are subject to human review to ensure accuracy and fairness. Our goal is to use technology to support, not replace, thoughtful human decision-making in recruitment and hiring.

How to Apply

Ready to join us? Please submit your resume by following the application instructions outlined in this posting.