Cloud Application Support Engineer

Managed Services Delivery Kelowna, BC


Cloud Application Support Engineer

IT OperationsKelowna, BC



Cloud Application Support Engineer, Elastic Path

Employment Status:


Reporting to:

Technical Director, MAS

Employment Type:



Kelowna, BC


Managed Application Services



Pivotree architects, builds, hosts and manages a wide range of commerce experiences for well-known domestic and global brands. Customers turn to Pivotree as their trusted partner when they want to grow revenue, increase online and in-store traffic, improve customer experience, grow a loyal customer base, achieve operational efficiencies, and higher profits.  


Pivotree is a privately-held and venture backed company with an aggressive growth objective including strategic acquisitions.  2018 was a transformational year for Pivotree with the combination of three existing businesses in this sector: Tenzing, ThinkWrap and Spark:Red. Our combined team is made up of a diverse blend of engineers, solution architects, programmers, UI developers, project managers and analysts who work together to create and manage next-generation commerce excellence. We hold ourselves to the very highest standards and our employees take great pride in our accomplishments.


We are currently seeking a Cloud Application Support Engineer to be part of our Elastic Path Hosting Team.  In this role you will be part of the team deploying and supporting Elastic Path applications.  You’ll be working with some big name retailers who will depend on your expertise to keep their stores running optimally.














  • Act as a subject matter expert and thought leader for Elastic Path hosted solutions
  • Infrastructure-as-code and application code deployments for Elastic Path on cloud platforms
  • Administration of Docker, Tomcat, Solr, ActiveMQ, Java and other applications
  • Administration of AWS EC2, ECS, ECR, Aurora RDS, API Gateway, Cloud Formation and others
  • Troubleshooting application issues & incidents, performance and otherwise
  • Web application performance testing
  • Strong focus on customer success as a measure of quality
  • Ability to diagnose and fix issues in complex web environments involving cloud, software and networking
  • Collaborate with global teams with diverse skillsets towards common goals
  • Ensure appropriate technical documentation is in place for customer environments
  • Innovate and continuously improve automation and support procedures
  • Participate in customer solution and incident reviews
  • Participate in weekly on-call rotation
  • Mentor and assist your peers in your areas of expertise




  • 3+ years building solutions on AWS or other virtual infrastructure
  • 2+ years supporting Docker and Tomcat
  • Experience with ActiveMQ, Solr and server-side Java applications
  • Advanced skills in bash and python scripting
  • Strong familiarity with troubleshooting, performance tuning, and database administration concepts
  • Strong, confident “voice on the phone”, talk to customers about what’s going on and next steps
  • Excellent problem-solving abilities, coupled with a desire to take on responsibilities
  • Diploma or Bachelors Degree in Computer Science, Engineering or similar field


Nice to have

  • Technical experience with Elastic Path Commerce environments
  • ITIL Change Management experience
  • Experience with DevOps methods and tools (Puppet, Chef, Ansible.)  Config MGMT, CI, etc.
  • Experience with deployment automation: Jenkins, Bamboo etc.
  • Experience with application performance monitoring tools such as New Relic, App Dynamics or Dynatrace