Senior Tools and Config Engineer

About Us

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we are the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.   

About the Role

We are looking for a Senior DevOps Engineer to join our team and enable the development of our AI-driven products. You will own and manage critical platform services including identity management, secrets management, and observability infrastructure. You will be the key liaison between the platform engineering team and development teams, ensuring these foundational services are reliable, well-documented, and easy to consume. This is a hands-on technical role where you'll drive best practices, implement SLAs, and enable developers to work efficiently and securely.

What You'll Do

Identity & Secrets Management

• Own and manage Keycloak for identity and access management (SSO, OIDC, SAML)
• Administer and evolve HashiCorp Vault for secrets management, PKI, and encryption as a service
• Design and implement authentication and authorization patterns for platform services
• Manage certificate lifecycle and PKI infrastructure
• Define and enforce security policies for identity and secrets

Observability & Monitoring

• Manage and scale Grafana's LGTM stack (Loki, Grafana, Tempo, Mimir)
• Design and maintain logging, metrics, tracing, and alerting infrastructure
• Implement SLIs/SLOs and dashboards for platform services
• Ensure high availability and performance of observability systems
• Drive adoption of observability best practices across engineering teams

Developer Enablement

• Serve as the primary point of contact between platform engineering and developers for tooling and services
• Create and maintain documentation, runbooks, and self-service guides
• Develop automation and tooling to simplify service consumption
• Conduct training sessions and workshops on platform tools
• Gather feedback from developers and translate into platform improvements

Operations & Best Practices

• Implement and maintain SLAs for managed services
• Design and execute deployment strategies (blue-green, canary) for platform tools
• Establish disaster recovery and backup procedures
• Participate in on-call rotations and incident response
• Drive continuous improvement of service reliability and performance

What We're Looking For

Must-Have

• 5+ years of experience in platform engineering, DevOps, or infrastructure roles
• Strong experience managing Keycloak (realm configuration, identity brokering, custom themes/extensions)
• Hands-on experience with HashiCorp Vault (secrets engines, policies, auth methods, PKI)
• Deep expertise with Grafana's LGTM stack:
• Loki for log aggregation
• Grafana for visualization and dashboards
• Tempo for distributed tracing
• Mimir for metrics storage
• Experience with Kubernetes and Helm for deploying and managing services
• Strong understanding of authentication protocols (OIDC, SAML, OAuth2)
• Experience implementing SLIs, SLOs, and SLAs
• Proficiency in scripting and automation (Python, Bash, Go)
• Excellent communication skills and ability to work with diverse teams

Nice-to-Have

• Experience with Terraform for infrastructure as code
• Familiarity with Prometheus and AlertManager
• Experience with service meshes (Istio, Linkerd) and mTLS
• Knowledge of compliance frameworks (SOC2, ISO 27001)
• Experience with GitOps workflows (Argo CD, Flux)
• Background in security engineering or identity management
• Experience with Backstage for developer portals
• Familiarity with FinOps and cost optimization

Technical Environment

• Identity: Keycloak
• Secrets: HashiCorp Vault
• Observability: Grafana, Loki, Tempo, Mimir
• Container Orchestration: Kubernetes
• IaC: Terraform
• GitOps: Argo CD