Site Reliability Engineer

Position: Site Reliability Engineer

Location: Bangalore, India

CTC: 5-8 Lacs per annum

Key Responsibilities:

• First Line of Defense: Act as the primary point of contact for all inbound customer support requests via our helpdesk system, email, and phone.
• Triage and Prioritization: Diligently log, categorize, and prioritize all incoming support tickets according to our defined Service Level Agreements (SLAs).
• Initial Diagnostics: Perform initial technical troubleshooting of software and hardware issues. This includes:

Guiding customers through platform features and configurations.

Verifying camera connectivity and NVR health status through our dashboard.

Utilizing basic networking tools (ping, traceroute, ssh) to diagnose connectivity issues between client hardware and our cloud.

• Script Execution: Run pre-written shell and Python scripts to gather diagnostic logs, check system health, and perform routine system queries from remote hardware.
• Problem Resolution: Resolve common and documented issues directly, aiming for a high first-contact resolution rate.
• Intelligent Escalation: Accurately identify issues that require escalation to the engineering team, ensuring all diagnostic steps and findings are thoroughly documented in the ticket.
• Customer Communication: Maintain clear, empathetic, and professional communication with our enterprise clients throughout the support lifecycle, providing regular updates on their ticket status.
• Knowledge Contribution: Contribute to our internal and external knowledge base by documenting new issues, solutions, and workarounds.

Required Skills & Qualifications:

• Experience: 1-3 years of experience in a technical support, IT helpdesk, or network operations center (NOC) role, preferably in a B2B or SaaS environment.
• Networking Fundamentals (Crucial):

Solid understanding of TCP/IP, DNS, DHCP, and common network protocols. Hands-on experience with command-line networking tools (e.g., ping, traceroute, netstat, nslookup).

Ability to troubleshoot basic network connectivity issues in a LAN/WAN environment.

• Linux & Shell Scripting (Proficient):

Comfortable working in a Linux command-line environment.

Ability to read, understand, and execute shell scripts (Bash).

Familiarity with common Linux commands (grep, awk, sed, ssh, tail, cat).

• Python Scripting (Basic to Intermediate):

Ability to read and understand existing Python scripts used for automation and diagnostics.

Experience running Python scripts and interpreting their output is required. (Note: You are not required to develop complex applications from scratch).

• Excellent Communication: Strong verbal and written English communication skills are essential. You must be able to explain technical concepts to both technical and non-technical users.
• Problem-Solving Mindset: A logical and analytical approach to troubleshooting, with a passion for digging into a problem until you find the root cause.

Desired (Nice-to-Have) Qualifications:

• Experience with CCTV, IP cameras, or Video Management Systems (VMS).
• Familiarity with cloud platforms (AWS, Azure, GCP).
• Experience using helpdesk software like Zendesk, Freshdesk, or Jira Service Management.
• Basic understanding of REST APIs.
• Industry certifications such as CompTIA Network+, CCNA, or LPI Essentials.

What We Offer:

• A competitive salary and benefits package.
• Comprehensive training on the Intelisenz platform and our technology stack.
• A clear career path for growth into L2/L3 support, customer success, DevOps or developer roles.
• The opportunity to work with a world-class team on cutting-edge AI technology.
• A dynamic and collaborative work environment where your contributions are valued.