Senior DevOps / Platform Engineer

About the Position

We're seeking a Senior DevOps / Platform Engineer to join our team in Mexico, Brazil, Argentina, or Ukraine. You'll ensure the reliability and security of our multi-tenant B2B AI platform.

Responsibilities

Platform Infrastructure (AWS)

• Contribute with cloud architectural designs, focusing on Well-Architected Framework pillars: Security, Operational Excellence, Performance Efficiency, Reliability, and Cost Optimization.
• Own the AWS footprint: ECS Fargate services, Lambda and Batch workloads, RDS PostgreSQL, ElastiCache Redis, S3, CloudWatch, networking/IAM, Bedrock, etc.
• Manage everything as code (Terraform preferred), with reviewable, repeatable environment provisioning for dev/test/staging/prod.
• Operate our Observability and self-hosted Langfuse stack: deployment, upgrades, backup/restore, and access control (SSO-backed, role-scoped, itself audit-logged).

DevOps & Developer Enablement

• Build and maintain CI/CD pipelines, including the platform's conformance gates: contract tests for the logging standard and the logging conformance linter.
• Own secrets management, artifact/image pipelines, and deployment strategies (blue/green or rolling) across services.

Monitoring and Support

• Own our OpenTelemetry pipeline (SDK → Collector → CloudWatch for app/infra; Langfuse for LLM traces), keeping the three-layer separation between infra observability, LLM observability, and the business audit log intact.
• Maintain per-tenant usage and cost infrastructure, platform-level dashboards, alerting, and SLOs.
• Keep trace retention and masking aligned with the data governance standard (masked content only in LLM traces, defined retention windows per layer).
• Support product teams day-to-day: environment issues, deployment questions, performance debugging.

Security & Compliance

• Maintain the security posture underpinning SOC 2 / HIPAA / GDPR commitments: least-privilege IAM, network isolation, encryption at rest and in transit, audit trails.
• Ensure prompt/completion data, support the PII masking architecture at the infrastructure level.

Requirements

• 5+ years in platform, SRE, or DevOps roles running production workloads on AWS (and other Cloud Platforms, preferred)
• Deep hands-on experience with ECS (or EKS), RDS, ElastiCache, S3, CloudWatch, IAM, and VPC networking.
• Strong infrastructure-as-code practice (Terraform or CDK) and CI/CD ownership (GitHub Actions, GitLab CI, or similar).
• Experience with OpenTelemetry: collectors, exporters, sampling, and instrumentation conventions.
• A security-first habit: you treat IAM policies, secrets, and data boundaries as design work, not afterthoughts.

Nice to Have

• Experience with multiple Cloud providers (AWS, Azure, GCP).
• Experience self-hosting LLM/GenAI tooling (Langfuse, LiteLLM, vLLM) or operating GenAI workloads (Bedrock, token cost management).
• Scripting/automation fluency (Python or Go preferred; the platform's services are Python/FastAPI).
• Prior work in a compliance-driven environment (SOC 2 audits, HIPAA, GDPR data residency).
• Experience with multi-tenant SaaS operations: tenant isolation, per-tenant metering, noisy-neighbor management.
• FinOps experience - AWS cost allocation, tagging strategies, per-tenant cost attribution.

We Offer

• Full-time position
• Opportunity to work remotely from Mexico, Brazil, Argentina, or Ukraine

About the Company

Helpware is building a multi-tenant B2B AI platform for customer support operations - a product portfolio spanning Agent Assist, AI-powered QA, document processing, support automation, workforce management, and others. We're committed to delivering high-quality, secure, and scalable solutions to our clients.