Site Reliability Engineer - Remote

Summary

The confidential global client is a technology company seeking a Site Reliability Engineer. This role deploys and supports cloud-premises and SaaS software, responds to incidents, maintains infrastructure reliability, automates operational tasks, and provides advanced technical support and guidance to customers.

Responsibilities

• Deploy software for Cloud Prem and SAAS customers
• Respond to and diagnose system incidents in a timely and efficient manner, minimizing downtime and impact on users
• Collaborate with other engineers to establish root causes and implement effective resolutions
• Continuously improve incident response processes and documentation for future occurrences
• Proactively monitor and maintain the health and performance of our infrastructure and services
• Perform routine administrative tasks such as system configuration, user management, and data backups
• Identify and implement operational improvements to ensure ongoing system reliability and efficiency
• Develop and implement scripts and automated solutions to streamline operational tasks and reduce manual workload
• Participate in the on-call rotation to address critical incidents outside of regular business hours
• Ensure effective handoff between on-call engineers and document post-incident information for future reference
• Document processes for support and create, maintain and execute run-books for identified situations
• Provide tier 2/3 technical support to customers experiencing platform issues or requiring advanced troubleshooting
• Work directly with customer technical teams to resolve complex deployment, configuration, and integration challenges
• Conduct technical onboarding sessions and provide guidance on best practices for customer implementations
• Collaborate with customer success teams to ensure smooth customer experiences and rapid issue resolution
• Create and maintain customer-facing technical documentation, troubleshooting guides, and knowledge base articles
• Escalate customer feedback and feature requests to product and engineering teams
• Participate in customer calls and technical discussions to provide expert-level platform guidance
• Track and analyze customer support metrics to identify trends and areas for improvement

Skills

• 3+ years of experience in Site Reliability Engineering
• 2+ years of experience working with cloud platform and cloud automation tools, especially in AWS
• Strong experience with Kubernetes, Helm, Linux, AWS networking(VPC) and Terraform
• Experience with the GitOps model for deployment
• Familiarity with distributed version control
• Experience with monitoring and alerting tools (e.g., Prometheus, Grafana)
• Understanding of software configuration best practices
• Ability to wear multiple hats in a fast-paced environment
• Hands-on, “can do” attitude and a bias for action
• Low ego and high intellectual curiosity
• Comfortable working across time zones to support global customer base
• Excellent communication skills with ability to explain technical concepts to both technical and non-technical audiences
• Strong customer service orientation with patience and empathy when working with frustrated customers
• Bazel and Cue Lang experience a plus

Qualifications

Must Haves

• 3+ years of experience in Site Reliability Engineering
• 2+ years of experience working with cloud platform and cloud automation tools, especially in AWS
• Strong experience with Kubernetes, Helm, Linux, AWS networking(VPC) and Terraform
• Experience with the GitOps model for deployment
• Familiarity with distributed version control
• Experience with monitoring and alerting tools (e.g., Prometheus, Grafana)
• Understanding of software configuration best practices
• Ability to wear multiple hats in a fast-paced environment
• Hands-on, “can do” attitude and a bias for action
• Low ego and high intellectual curiosity
• Comfortable working across time zones to support global customer base
• Excellent communication skills with ability to explain technical concepts to both technical and non-technical audiences
• Strong customer service orientation with patience and empathy when working with frustrated customers

Nice to Haves

• Bazel and Cue Lang experience a plus

Benefits

• Eligible employees receive comprehensive healthcare coverage, including medical, dental, and vision plans.
• Supplemental coverage, including accident insurance, critical illness insurance, and hospital indemnity.
• 401(k) retirement savings.
• Life and disability insurance.
• Employee assistance program.
• Legal support.
• Auto insurance.
• Home insurance.
• Pet insurance.
• Employee discounts with preferred vendors.
• Remote work arrangement