Site Reliability Engineer(Observability)

Successful candidate will be able to provide a wide range of services from “White glove” on-boarding to creating informational posts on the community support platform, and everything in between. Additionally, the candidate will actively participate in the development of the support tools and process, so we are looking for someone who has the maturity to understand what it takes to scale in services.

Key Qualifications/Experience

• Several years of Experience in supporting highly scalable applications and web services
• Hands-on experience with open-source technologies such as Kubernetes, Prometheus, AlertManager, etc.
• Strong understanding of the Linux operating system
• Good understanding of infrastructure observability principles
• Good understanding of the TCP/IP suite of networking protocols
• Comfortable working with a very technical customer base
• Comfortable providing a wide range of support, from simple issue resolution to end to end on-boarding
• Strong familiarity with modern server technologies and architectures
• Strong attention to detail
• Excellent analytical capabilities
• Passionate about Technical Support
• Strong Communication skills
• Strong experience with troubleshooting

Responsibilities include:

• Working cross functionally with customers and partners to address complex customer questions and drive incidents to resolution.
• Troubleshoot, isolate and resolve monitoring and alerting issues, specifically Prometheus and AlertManager.
• Troubleshoot, isolate and resolve complex Linux and networking related issues.
• Analyze and categorize customer interactions trends to provide accurate and meaningful feedback to Engineering and SRE organizations.
• Build knowledge base articles.
• Participate in post mortem reviews, and drive ongoing improvement
• Obsessing over minute details to drive operational excellence in every aspect of their work
• You will be expected to make meaningful and significant contributions to company development of objectives and goals
• You will work on complex issues, analyzing situations or data that require in depth evaluation
• Your expertise and discretion will be required to think outside the box and resolve highly complex issues in creative and effective ways