Site Reliability Engineer

YOUR IMPACT:

Reliability, Automation, and Observability As a hybrid Site Reliability Engineer/DevOps Engineer, you'll be a key driver in ensuring the stability, performance, and scalability of our mission-critical SaaS platform. You'll apply engineering principles to operational challenges, constantly striving to eliminate toil through automation.

Operational Excellence & Reliability

● Provide day-to-day management of system alerts, check system health, and escalate issues as necessary to maintain high availability.

● Actively participate in a 24x7 on-call rotation for critical SaaS platform incidents, and be available in case of emergencies.

● Lead the incident response process, ensuring fast and effective mitigation and resolution of production issues.

● Perform thorough Root Cause Analysis (RCA) and lead blameless post-mortems to identify systemic weaknesses and create a corrective action plan to prevent recurrence.

● Collaborate with engineering teams to set and enforce error budgets (derived from SLOs, or Service Level Objectives), ensuring a healthy balance between development speed and system stability.

Platform Automation & Infrastructure Development

● Automate routine operational tasks to reduce manual effort and "toil" and increase overall team efficiency.

● Design, deploy, and maintain cloud infrastructure using Infrastructure as Code (IaC), specifically leveraging Terraform and Helm for deployment to EKS/K8s clusters.

● Improve existing infrastructure health by developing and implementing checks and scripts to proactively correct known issues and self-heal the platform.

● Maintain, develop, and evolve our Continuous Integration/Continuous Delivery (CI/CD) deployment code and pipelines.

● Learn and maintain existing infrastructure running under Docker and Docker Swarm while driving migration strategies toward EKS/K8s.

● Implement and integrate new technologies and services into our Cloud Infrastructure to enhance platform capabilities and resilience.

Monitoring & Observability

● Design and implement comprehensive Observability strategies across all three pillars: Metrics, Logs, and Traces.

● Proactively create and refine robust monitoring and alerting configurations within the EKS/K8s ecosystem.

● Utilize and maintain our Observability platform, Datadog, to gather performance data, create complex synthetic tests, and visualize system health via dashboards.

● Leverage existing monitoring solutions such as Grafana and Prometheus while planning and executing the migration or integration of data into a unified platform.

● Document all issues, remediation steps, system architecture, and runbooks to facilitate knowledge transfer and rapid incident response.

● Collaborate closely with Support, Customer Success, Migration, and Professional Services teams to provide the highest level of SaaS service and minimize customer impact during changes.

● Apply a real customer focus when planning deployments/updates, always considering the impact on the end-user before making changes.

YOUR EXPERIENCE: Essential Skills and Qualifications

Hands-on AWS Cloud Engineer

● Proficiency with container orchestration technologies: EKS/Kubernetes (K8s).

● Demonstrable experience with Infrastructure as Code (IaC) tools, specifically Terraform and Helm. ● Working experience with Docker and maintaining systems using Docker Swarm.

● Expertise in setting up and managing logging and monitoring solutions. Direct experience with Datadog is highly preferred, with experience in setting up APM, infrastructure monitoring, and custom dashboards.

● Experience with existing monitoring solutions such as Grafana and Prometheus is required.

● Proficient in a Linux environment and strong skills in Bash and/or Python scripting for automation and troubleshooting.

● A strong understanding of web technologies, including REST APIs, Systems Architecture, Design, and Databases.

● Experience in Product/Application Support for high-availability SaaS-based products.

● Experience in designing, implementing, and operating in a DevSecOps environment.

● Excellent oral and written communication skills, with the ability to clearly explain complex technical issues and RCAs to both technical and customer-facing audiences.