Senior Infrastructure Engineer

As a Senior Infrastructure Engineer, you build and maintain the SaaS Tooling that powers provisioning, management, and configuration for TOPdesk's entire SaaS platform

We are an open, collaborative organisation with little hierarchy - people own their work end to end and are trusted to make the decisions that matter. We are reinventing ITSM and ESM for the agentic era, building AI agents our customers can trust, and this role is part of that.

As a Senior Infrastructure Engineer, you build and maintain the SaaS Tooling that powers provisioning, management, and configuration for TOPdesk's entire SaaS platform. Whenever a customer environment is created, moved, upgraded,backed-up/restored,managed, or purged, it runs through tools your team owns: the Execution Server, SaaS Tooling Bridge, Control Panel, and related services.

You willhelp your team bring thetoolingsystem to the next leveland make sure that it serves the company's technical vision.

You prefer fixing root causes over repeating manual tasks, and you're comfortable in codebases mid-transition, where old and new systems coexist. You write code others can pick up easily, and you weigh the impact on other teams before changing shared tooling.

You operate agents yourself and bring our AI-native ways of working into howyour componentsgets built, changed, and remediated.

What this is not: A pure cloud-architecture role, or a ticket-driven ops seat kept away from the code. You own the automation that provisions and operates every customer environment, and you're close enough to the systems to redesign them, not just patch around them.

• Build and maintain responsive, scalable systems for managing customer environments.
• Orchestrate containerized workloads with Kubernetes, owning the deployment and orchestration layer end to end, not just the application code that calls it.
• Build and maintain the scheduling system for deploying and managing SaaS single- and multi-tenant components, databases, and networking across 12 global datacenters.
• Own architecture, performance, and scaling of SaaS Tooling; extend the bridge between SaaS Tooling and internal platforms to automate operational requests (license changes, feature flag rollouts, environment actions) with clear fallback procedures.
• Identify manual, repetitive operational tasks in TOPdesk deployment and engineer automation or self-service solutions.
• Improve the reliability of critical-path tooling: fix bugs, add tests, and strengthen observability to catch failures early.
• Work closely with Hosting, SRE, Dev Ex, and Observability teams, and product teams, to support feature delivery and operational needs.
• Participate in L2/L3 support, including weekday, weekend, and occasional night on-call rotations, troubleshooting product operations, security operations, and urgent engineering issues.
• Build and maintain a Virtual Appliance build system for on-premises delivery.
• Bring AI-native ways of working, agents, subagents, and shared patterns, into how the team builds and operates tooling.

• Deployment & orchestration:
  Kubernetes and containers, orchestrating deployments across multi-tenant, single-tenant, monolith, and services architectures, including on-premises Virtual Appliance version.
• Multi-cloud expected;
  Azure is primary today, but you're not tied to a single vendor's tooling or mental model.
• Backend:
  Python and Go, used to build and maintain the deployment and instance-management systems (not general CRUD API work).
• Data: SQL on relational databases, MSSQL, Postgres and other.
• Systems:
  Linux system administration and Bash scripting;
  Windows Server and Power Shell for parts of the estate.
• Infrastructure as code / config management:
  Puppet, Ansible.
• How we build:
  Claude Code as our primary AI-native SDLC tool; agent-based automation used to reduce toil for you and your team.

You join one of the teams responsible for the tooling that deploys, provisions, manages, and configures every customer environment across TOPdesk's global SaaS platform, including services, instances, databases, and virtual appliance.

Required

• Current, personal practice of AI-native software delivery (Claude Code or equivalent).
• Strong backend development experience in Python related to infrastructure management.
• Confident working with SQL on relational databases.
• Experience with industry standard orchestration tools or durable-execution engines like Temporal, Airflow, n8n, or similar orchestration tool.
• Experience with infrastructure-as-code (Terraform) and configuration management tools (Puppet, Ansible, or similar).
• Experience with cloud infrastructure (regular exposure expected, though this is not a cloud-architecture ownership role).
• Comfortable working in live, evolving systems as well as greenfield projects.
• Strong written communication for documenting processes and collaborating with non-engineering teams.

Nice to have

• Experience with EU data residency or sovereign cloud requirements.
• Secrets…