Site Reliability Engineer

Site Reliability Engineer (SRE)We are seeking a highly motivated Site Reliability Engineer (SRE) with a strong operational focus to join our growing team. In this role, you will play a vital role in ensuring the smooth operation and performance of our critical infrastructure and services. You'll work cross-functionally to create alignment and deliver results alongside builders who have helped to shape the success of companies such as Google, Okta, AWS, Snowflake.We are building the next generation identity security platform for the multi-cloud era - will you join us?You will:Deploy software for Cloud Prem and SAAS customers.Respond to and diagnose system incidents in a timely and efficient manner, minimizing downtime and impact on users.Collaborate with other engineers to establish root causes and implement effective resolutions.Continuously improve incident response processes and documentation for future occurrences.Proactively monitor and maintain the health and performance of our infrastructure and services.Perform routine administrative tasks such as system configuration, user management, and data backups.Identify and implement operational improvements to ensure ongoing system reliability and efficiency.Develop and implement scripts and automated solutions to streamline operational tasks and reduce manual workload.Participate in the on-call rotation to address critical incidents outside of regular business hours.Ensure effective handoff between on-call engineers and document post-incident information for future reference.Document processes for support and create, maintain and execute run-books for identified situations.Provide tier 2/3 technical support to customers experiencing platform issues or requiring advanced troubleshooting.Work directly with customer technical teams to resolve complex deployment, configuration, and integration challenges.Conduct technical onboarding sessions and provide guidance on best practices for customer implementations.Collaborate with customer success teams to ensure smooth customer experiences and rapid issue resolution.Create and maintain customer-facing technical documentation, troubleshooting guides, and knowledge base articles.Escalate customer feedback and feature requests to product and engineering teams.Participate in customer calls and technical discussions to provide expert-level platform guidance.Track and analyze customer support metrics to identify trends and areas for improvement.You have:EducationBS degree in Computer Science or related fieldExperience5+ years of experience in Site Reliability Engineering3+ years experience working with cloud platform and cloud automation tools especially in AWSStrong experience with Kubernetes, Helm, Linux, AWS networking(VPC) and TerraformExperience with the GitOps model for deploymentFamiliarity with distributed version controlOtherExperience with monitoring and alerting tools (e.g., Prometheus, Grafana).Bazel and CueLang experience a plusUnderstanding of software configuration best practicesAbility to wear multiple hats in a fast-paced environmentHands-on, “can do” attitude and a bias for actionLow ego and high intellectual curiosityComfortable working across time zones to support global customer baseExcellent communication skills with ability to explain technical concepts to both technical and non-technical audiencesStrong customer service orientation with patience and empathy when working with frustrated customers