Site Reliability Engineer

As a Technical Support Engineer at our company, you will be responsible for providing technical and product support to customers using our SaaS platform. Your key responsibilities will include: - Serving as the first point of contact for customers facing technical issues such as data connectivity problems, report errors, performance concerns, access issues, data inconsistencies, software bugs, and integration challenges. - Understanding and empathizing with ThoughtSpot users" challenges, offering personalized solutions to enhance their user experience. - Ensuring timely and accurate updates, meeting SLAs, and providing prompt resolutions to customer issues through tickets and calls. - Creating knowledge-base articles to document information and assist customers in self-service. In addition to technical and product support, you will also be involved in system reliability and monitoring tasks, including: - Maintaining, monitoring, and troubleshooting ThoughtSpot cloud infrastructure. - Monitoring system health and performance using tools like Prometheus, Grafana, and logs to detect and prevent issues proactively. - Collaborating with Engineering teams to define and implement tools that improve system debuggability, supportability, availability, scalability, and performance. - Developing automation and best practices to become an expert in cloud and on-premise infrastructure. - Participating in on-call rotations for critical SRE systems, leading incident reviews, and conducting root cause analyses. To succeed in this role, you should possess the following skills and experience: - Excellent written and verbal communication skills to engage effectively with cross-functional teams, customers, and stakeholders. - Hands-on experience troubleshooting complex Linux systems and managing distributed systems. - Proficiency in virtualization and Cloud technologies. - Previous experience in enterprise customer support, on-call rotations for critical SRE systems, incident review leadership, and root cause analysis. - Ability to diagnose technical issues and collaborate with Engineering on escalated problems. - Strong problem-solving abilities, algorithmic thinking, and a solid understanding of system functionality. - Familiarity with tools and frameworks necessary to operate and manage Cloud infrastructure. - Exceptional customer service skills and the ability to work independently. - Proficiency in leveraging automation, monitoring, and data analysis tools to ensure high availability. - Knowledge of scripting languages such as Python, JavaScript, or Bash. - Exposure to infrastructure and service monitoring tools. If you are passionate about providing exceptional technical support, ensuring system reliability, and collaborating with cross-functional teams to enhance customer experience, we encourage you to apply for this exciting opportunity.,