Site Reliability Engineer

Key Responsibilities

• Serve as the first line of support for customer-reported technical issues related to our SaaS platform.
• This involves data connectivity issues, report errors, performance concerns, access problems, data inconsistencies, software bugs, integration challenges etc.
• Understand and empathize with the challenges ThoughtSpot users face, offering tailored solutions to improve their user experience.
• Ensure prompt and accurate updates, meet SLAs and provide timely resolution to customer issues via tickets and calls.
• Create knowledge-base articles to document knowledge and help customers self service.
  

System Reliability & Monitoring

• Maintain, monitor, and troubleshoot ThoughtSpot cloud infrastructure.
• Monitor system health and performance through metrics, logs, and dashboards using tools like Prometheus, Grafana, to detect and prevent issues early.
• Work with Engineering teams to define, and implement tools to enhance debuggability, supportability, availability, scalability, and performance.
• Be an expert in cloud and on-premise infrastructure by developing automation and best practices.
• Participate in on-call rotation for critical SRE systems, lead the incident review and root cause analysis.
  

Required Skills & Experience

• Exceptional communication skills, both written and verbal, to effectively engage with cross-functional teams, customers, and stakeholders.
• Relevant work experience troubleshooting complex Linux Systems and managing distributed systems.
• Experience in virtualization and Cloud technologies.
• Experience in enterprise customer support, on-call rotation for critical SRE systems, leading incident review and root cause analysis.
• Ability to diagnose technical problems and work with Engineering on escalated issues.
• Strong problem solving skills, algorithmic thinking and a strong foundation in how systems should work.
• Understanding of tools & frameworks required to Operate and manage Cloud infrastructure.
• Strong customer service skills.
• Solid communication skills and ability to work independently.
• Ability to leverage automation, monitoring and data analysis to ensure high availability.
• Familiarity with scripting languages such as Python, JavaScript or Bash.
• Exposure to infrastructure and service monitoring tools