Skan.ai is a leading process intelligence software company that empowers enterprises to optimize operations through AI-driven insights. We help organizations uncover how work gets done and transform processes for measurable impact.
We are seeking a dedicated and proactive Site Reliability Engineer (SRE) & Support Specialist to ensure the robust health, stability, and availability of our infrastructure across all customer environments. This role is critical for maintaining optimal uptime for our core Skan components (VA, Cloud, and Gateway) and will serve as the primary technical point of contact for customers regarding technical issues, incidents, and service requests.
Key Responsibilities
System Health, Monitoring, and Automation
- Maintain the overall health, stability, and 24/7 availability of infrastructure across all customer environments.
- Proactively set up, monitor, and automate internal alerts and monitoring processes to ensure continuous oversight of system performance.
- Proactively resolve or escalate performance and availability issues to the appropriate internal teams.
- Ensure optimal uptime for the three core Skan components (VA, Cloud, and Gateway) through constant monitoring and proactive intervention.
Incident Management & Support
- Serve as the first point of contact for all incoming technical issues, incidents, and service requests from customers.
- Manage the full incident lifecycle, including defining clear escalation paths, ensuring timely resolution, conducting thorough Root Cause Analyses (RCAs), and leading post-incident reviews.
Develop and maintain clear support documentation and knowledge base articles for common issues.
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Qualifications & Skills
Experience
3-5 years in an SRE, DevOps, System Administration, or Technical Support role, preferably in a cloud-native environment.
Technical Proficiency
- Experience with monitoring and alerting tools such as Prometheus, Grafana, Nagios, or the ELK Stack.
- Proficiency in Linux/Unix operating systems and command-line tools.
- Familiarity with cloud platforms like AWS, Azure, or GCP.
- Understanding of containerization technologies like Docker and Kubernetes.
- Scripting skills for automation using Python, Bash, or similar languages.
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Knowledge of networking concepts and troubleshooting.
- Basic database administration skills.
Core Competencies
- Problem-Solving: Strong analytical and problem-solving skills to diagnose and resolve complex technical issues efficiently.
- Proactive Mindset: Ability to anticipate problems and implement preventive solutions before they escalate into incidents.
- Customer Service: A strong commitment to providing excellent customer service and technical support to both internal and external stakeholders.
Communication: Excellent verbal and written communication skills for effective interaction during incident management.
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Why Join Skan.ai? At Skan, we foster a culture of innovation, continuous learning, and customer success. If you’re a proactive problem-solver eager to ensure the stability and reliability of enterpriselevel infrastructure, we’d love to hear from you.
