Senior Cloud Reliability Engineer

2 weeks ago

Rockville, Maryland, United States Cloudbolt Software Inc Full time
Job Overview

At CloudBolt Software, we recognize that our exceptional team members are the cornerstone of our achievements. If you are eager to become part of a dynamic and collaborative environment where you can contribute significantly, tackle intricate cloud automation and cost management challenges, and enjoy your work, CloudBolt is the place for you. We are dedicated to assisting organizations in effectively managing hybrid and multi-cloud complexities while maximizing their return on investment.

Position Summary: As a Senior Site Reliability Engineer, you will serve as the primary support contact for our clients, ensuring they experience uninterrupted service with our software and SaaS offerings. Your responsibilities will include diagnosing technical challenges, providing expert advice, and collaborating closely with our development and product teams to address complex issues. This role demands excellent communication skills, technical knowledge, and a strong focus on customer satisfaction.

Key Responsibilities:

  • Act as the main liaison for clients, ensuring a smooth experience with our software and SaaS solutions by efficiently resolving issues.
  • Guarantee the reliability, performance, and availability of our software systems by swiftly addressing technical challenges in coordination with the support team.
  • Maintain seamless operations while delivering exceptional customer service through ticketing systems, virtual meetings, and occasional onsite engagements.
  • Identify and resolve technical issues related to our software and SaaS products, including configuration, integration, and performance concerns.
  • Assist clients in creating and implementing custom orchestration scripts and product plugins, utilizing expertise in cloud infrastructure and programming languages such as Python/Django.
  • Collaborate with support, engineering, and product teams to escalate and resolve intricate technical problems.
  • Provide guidance and training to clients on product features, best practices, and updates.
  • Develop and maintain comprehensive knowledge base articles to address common issues, solutions, and best practices for both clients and internal teams.
  • Represent the voice of the customer within the organization, ensuring their needs are prioritized in product development and support strategies.

Reporting Structure: The Senior Site Availability Engineer will report to the Manager of Global Customer Support.

Ideal Candidate Profile:

  • Proactively tackles challenges, demonstrating enthusiasm for rapid change and product delivery.
  • Consistently surpasses customer expectations in every interaction.
  • Self-motivated and self-directed, with strong multitasking abilities.
  • Quickly learns new technologies through self-training and guidance.
  • Possesses exceptional troubleshooting skills, capable of diagnosing issues across the entire stack (application, OS, network, and cloud providers).
  • Enjoys collaborating with development teams to ensure software meets business, quality, and operational requirements.
  • Comfortable supporting both SaaS and On-Premises applications in client environments.
  • Builds a reputation for reliability, trust, and collaboration, with strong problem-solving skills and excellent communication.

Qualifications:

  • Experience: 3+ years in a technical support role, preferably within a SaaS environment.
  • Strong communication skills and a customer-centric approach.
  • Able to work collaboratively in a cross-functional team setting.
  • Expertise in cloud infrastructure and proficiency in one or more programming languages such as Python/Django, Bash, or Ruby on Rails.
  • Solid understanding of Cloud Management Platforms.
  • Extensive hands-on experience troubleshooting complex technical issues in hybrid cloud infrastructures and providing effective solutions.
  • Familiarity with cloud technologies (AWS, Azure, GCP).
  • Bachelor's degree in computer science, Information Technology, or a related field, or equivalent experience.

Additional Valuable Experience:

  • Experience with Infrastructure as Code (IaC) platforms like Terraform.
  • Familiarity with configuration management tools such as Ansible, Puppet, or Chef.
  • Expertise in Linux/Unix and Windows administration.
  • Knowledge of DNS, IPAM, Ansible, and Active Directory.

About CloudBolt:

CloudBolt is dedicated to enhancing cloud return on investment (ROI). Our focus is on addressing the most pressing challenges in cloud management today. Through our innovative Augmented FinOps capabilities, we leverage AI/ML-informed insights and apply intelligent automation and orchestration to optimize the entire cloud lifecycle. CloudBolt empowers organizations to realize the full potential of their cloud environments by bridging the gap between insight and action, streamlining spend, and placing value at the core of every cloud decision.

CloudBolt is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, free from discrimination based on race, religion, color, national origin, gender, sexual orientation, gender identity, age, veteran status, disability, or any other legally protected characteristics.

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