Senior SaaS Platform Engineer

The Senior SaaS Platform Engineer is the Tier 3 technical authority responsible for the administration, stability, security, and continuous improvement of TDB Communications' SaaS ecosystem. This role owns the configuration, integration, and advanced troubleshooting of all enterprise SaaS platforms, including Microsoft 365, Azure/Entra ID, Adobe, Zendesk, and other business-critical applications.

This position operates at the intersection of engineering and operations. The Platform Engineer serves as the final escalation point for complex issues, partners closely with Tier 1 and Tier 2 support teams, and ensure SaaS platforms are reliable, scalable, and supportable. While the role is primarily focused on platform ownership and advanced troubleshooting, the engineer is also expected to step into active ticket resolution when operational demand requires it.

The ideal candidate has deep SaaS administration experience, understands service desk dynamics, and is comfortable owning systems end to end in a fast-growing, cloud-first environment.

Primary Responsibilities

SaaS Platform Ownership

• Serve as the technical owner for all enterprise SaaS platforms, including but not limited to:
  
  
  
  • Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
  • Azure / Entra ID (identity, access, conditional access, MFA)
  • Intune / Endpoint Manager
  • Zendesk or equivalent ITSM platform
  • Adobe and other line-of-business SaaS applications
  
  
  
  
• Manage tenant configuration, access controls, licensing models, and integration points across all SaaS tools.
• Own all configuration changes, platform upgrades, and architectural decisions related to SaaS applications.
• Evaluate, onboard, and integrate new SaaS platforms as the organization grows.

Tier 3 Escalation & Advanced Troubleshooting

• Act as the final escalation point for issues Tier 1 and Tier 2 teams cannot resolve.
• Troubleshoot complex, cross-platform issues involving identity, authentication, permissions, performance, and application behavior.
• Lead root cause analysis for recurring or high-impact incidents and implement permanent fixes.
• Support incident response and recovery for SaaS outages, degraded service, or security-related events.

Service Desk Support & Operational Coverage

• Collaborate with Tier 1 and Tier 2 teams to improve escalation paths, troubleshooting standards, and resolution quality.
• Step in to directly address tickets when needed, including during backlogs, high-volume periods, or incidents.
• Ensure ticket documentation is complete, accurate, and suitable for knowledge-base reuse.
• Help maintain a culture where engineering and support work together, not in silos.

Process, Documentation & Continuous Improvement

• Develop and maintain technical documentation, runbooks, and SOPs for all SaaS platforms.
• Identify patterns in support tickets and implement configuration changes, automation, or workflow improvements to reduce repeat issues.
• Define supportability standards for SaaS platforms before and after deployment.
• Contribute to service maturity efforts aligned with future managed-service-style operations.

Security, Compliance & Governance

• Implement and maintain SaaS security best practices, including identity protection, access reviews, and logging.
• Support compliance initiatives aligned with NIST 800-171, DFARS, and federal contractor requirements.
• Participate in audits, access recertifications, and evidence collection.
• Partner with security leadership on SaaS risk management and incident response readiness.

Automation & Optimization

• Use PowerShell and other scripting tools to automate SaaS administration, reporting, and remediation.
• Optimize licensing usage and cost efficiency across platforms.
• Stay current on SaaS platform updates and recommend adoption where operationally beneficial.

Technical Environment

• Microsoft 365 & Azure / Entra ID
• Intune / Endpoint Manager
• SaaS platforms (Zendesk, Adobe, HRIS, finance, collaboration tools, etc.)
• Windows, macOS, and mobile endpoints
• PowerShell and automation tooling
• ITSM / ticketing systems
• Identity federation, SSO, and MFA technologies

Required Qualifications

• 5+ years of experience administering and supporting enterprise SaaS platforms.
• Strong hands-on expertise with Microsoft 365 and Azure/Entra ID.
• Experience owning SaaS applications end to end, including configuration, access, and troubleshooting.
• Proven ability to resolve complex technical issues across multiple platforms.
• Prior experience working in or closely with a service desk environment.
• Strong documentation, communication, and process-design skills.
• Ability to balance engineering work with operational support responsibilities.
• Availability to support East Coast business hours.

Preferred Qualifications

• Microsoft certifications (MS-102, AZ-104, SC-300) or equivalent experience.
• Experience with ITSM platforms and service maturity models.
• Strong PowerShell scripting and automation experience.
• Familiarity with compliance and audit requirements in regulated environments.
• Experience supporting distributed or fully remote workforces.

Work Authorization & Background Requirements

• Must be legally authorized to work in the United States.
• Employment is contingent upon successful completion of a background investigation.
• Must be able to obtain and maintain a Public Trust clearance if required.

Work Conditions

• Fully remote role supporting East Coast business hours.
• Occasional after-hours availability may be required for incidents or planned maintenance.
• Regular collaboration with IT leadership and support teams across time zones.

Why This Role Exists

This role is critical to the stability and scalability of TDB Communications' technology environment. The Senior SaaS Platform Engineer ensures that SaaS platforms are reliable, secure, and supportable today while helping build the operational foundation required for future growth and expanded service delivery.