Overview

The Site Reliability Engineer (SRE) is responsible for maintaining high standards of quality customer service and support.

Responsibilities

• Provide exceptional technical support to internal and external stakeholders, ensuring timely resolution of issues within established SLAs.
• Collaborate closely with the Product, Quality Assurance, Engineering, and Operations teams to ensure alignment and a seamless user experience.
• Participate in on-call rotations to provide 24/7 operational support.
• Maintain strong relationships with customers and stakeholders, striving for exceptional satisfaction and engagement.

Qualifications

• 3+ years of experience in technical customer support or service desk environments, with a focus on technical product support.
• 5+ years of experience in cloud computing and infrastructure management.
• Strong knowledge of Amazon Web Services (AWS), including containerized applications (EKS, ECS, ECR, Elastic Beanstalk).
• Proficiency in Linux administration, including user management, software installation, and file system management.
• Familiarity with networking concepts and DNS.
• Proficiency with versioning tools (Git, svn).
• Excellent oral and written English communication skills with a customer-centric perspective.
• Strong troubleshooting and critical thinking skills.
• Ability to work both independently and collaboratively in a team environment.
• High attention to detail and organizational skills.
• Familiarity with virtualized infrastructure management and security best practices.

Nice to have

• AWS certification (any level).
• 4-year college degree in a technical or quantitative science field, or equivalent work experience.

Education

• Bachelor's degree in a technical or quantitative science field or equivalent work experience.
• Additional training or certifications in virtualized infrastructure-related tasks are preferred.
• Evidence of proficiency in SaaS or PaaS product support, programming languages, and virtual infrastructure management.
• Key Attributes:
• Strong customer service orientation and the ability to advocate for end-user satisfaction.
• Disposition to engage directly with customers in a professional and empathetic manner.
• Technical acumen to troubleshoot and resolve complex issues independently while escalating appropriately when necessary.
• Passion for continuous learning and staying updated on the latest industry practices and technologies.
• Eagerness to grow into advanced responsibilities

Benefits

• This is a client-facing support role for a highly technical product offered as a Platform-as-a-Service (PaaS) to our clients. Successful applicants will possess a combination of technical skills and communication skills to support our international clients using English as the common language. There are multiple rotating shifts available, as we will be supporting international customers between the general hours of 5 am-9 pm Indian Standard Time (IST)
• This role is responsible for supporting a proprietary, Linux-based and AWS-hosted Platform-as-a-Service offering, ensuring both operational excellence and outstanding customer satisfaction. Initially focused on front-line technical product support, the SRE will have opportunities to grow into more advanced positions and responsibilities. The ideal candidate will possess the technical Des