Role: Cloud Operations Engineer 

Department: SaaS Operations

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 Gryphon.ai, the leader in compliance and AI-powered conversation intelligence, is the only solution in the market providing real-time conversation intelligence and automated compliance for sales and customer service teams.  

 Gryphon’s AI-powered tool, Gryph, guides each conversation with real-time intelligence to provide a best-in-class experience for agents and end users. Gryphon’s proprietary compliance engine automatically screens all outbound communications against TCPA, collections, state, federal, and other Do-Not-Call lists so enterprises can drive revenue while avoiding costly non-compliance fees.  

 Our ability to be in the call's path provides real-time recommendations and in-the-moment content based on live conversations. Post-call reporting provides agents with immediate visibility into the quality of the call through our advanced sentiment analysis. Gryphon.ai provides the ability to create the perfect conversation every time. 

 General: 

On the SaaS Operations team, you’ll have the opportunity to manage complex challenges, while using your expertise in a wide range of software and systems disciplines to continuously improve our cloud technology and service delivery.  Much of our activity focuses on optimizing existing systems, building & maintaining cloud infrastructure, supporting the software development lifecycle, and eliminating risk through automation.  Additionally, SaaS Operations keeps a watchful eye on our systems’ observability, capacity, security, and performance at scale.

A SaaS Operations culture of diversity, intellectual curiosity, problem solving, and openness is key to its success. Our organization brings together people with a wide variety of backgrounds, experiences, and perspectives. We promote self-direction to work on meaningful projects, collaborate, think big, and take risks in a blame-free environment with the support and mentorship needed to learn and grow.

Responsibilities:

Provide subject matter expertise to the organization for the design, deployment, and maintenance of cloud-based platforms.Collaborate with engineering in the product development lifecycle to promote and maintain operational standards across the Gryphon technology stack.Scale systems sustainably through automation; evolve systems by continuously improving reliability and reducing manual interventions.Maintain services once they are live by measuring and monitoring availability, performance, and overall system health.Support sustainable compliance activities via security-by-design throughout the development and operational lifecycle.Take a hands-on approach to building and maintaining SaaS platforms.

 Skill Requirements:

Experience working directly with software engineers to build commercial SaaS products through the development lifecycle and into production. Experience with Linux systems administration and scripting languages like JavaScript, Python, Bash, etc.Experience designing and maintaining highly available, secure cloud infrastructure, including application/web firewalls, routing, VPCs, load balancers, auto scaling, IDS, etc.Experience with IaC & configuration management tools like Terraform and Ansible.Experience with monitoring software such as Datadog, Elastic Stack, New Relic; including implementation of observability, monitoring and reporting solutions.Experience with source code management and CI/CD tools like GitHub, Bitbucket, Jenkins, Circle CI, TeamCity, etc.Experience maintaining cloud platforms that comply with industry standards and best practices for security and privacy (e.g., SOC2, PCI-DSS, HIPAA, GDPR).Experience with containers and orchestration via Docker and Kubernetes in a public cloud environment preferred.Experience as a hands-on software engineer preferred.

Additional Criteria: 

Exceptional work ethic, with strong values and principles – takes all opportunities to go above and beyond the basic expectations.A self-motivated, highly innovative, and adaptable individual who can work under stress and meet deadlines.An absolute commitment to customer service.Availability for occasional off-hour work related to 24x7 availability and quality of production services.

Environment:

The Cloud Operations Engineer will work under the guidance of Gryphon’s Vice President of SaaS Operations. Gryphon fosters a strong team environment, and the successful candidate is expected to embrace this culture. 

 Privacy:

Comply with Company information security and personal data privacy and protection policies and procedures and maintain security measures to ensure adherence to all applicable laws, regulations, standards, and best practices.Protect company data (including personal data collected, processed, and stored by the company) and systems from unauthorized access, disclosure, alteration, and destruction.Participate in regular information security and personal data privacy and protection training and awareness programs to stay informed about emerging threats and vulnerabilities, and how to protect company data and systems.Report any threatened, suspected, or actual data breaches or incidents to the appropriate stakeholders as soon as possible to your manager or designated company contact.Ensure all data handling processes, including collection, storage, transfer, and disposal, comply with company policies and legal requirements.

 

We are an equal opportunity employer. All applicants will be considered for employment without the attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.