Senior Site 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. We are seeking a dedicated and skilled Senior Site Reliability Engineer to enhance our client experience and tackle intricate cloud automation and cost management challenges.

Role Summary: As a Senior Site Reliability Engineer, you will serve as the primary support for our clients, ensuring they enjoy a smooth interaction with our software and SaaS offerings. Your responsibilities will include diagnosing technical challenges, offering expert advice, and collaborating closely with our development and product teams to address complex issues. This position demands excellent communication abilities, technical knowledge, and a focus on customer satisfaction.

Key Responsibilities:

  • Act as the main contact for clients, ensuring a seamless 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 problems in conjunction with the support team.
  • Maintain smooth operations while delivering exceptional customer service through ticketing systems, virtual meetings, and occasional onsite engagements.
  • Identify and rectify technical issues related to our software and SaaS products, including configuration, integration, and performance challenges.
  • Assist clients in creating and deploying 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 issues.
  • Provide guidance and training to clients on product features, best practices, and updates.
  • Develop and maintain comprehensive knowledge base articles to address common issues and solutions 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.

Ideal Candidate Profile:

  • Proactively tackles challenges, demonstrating enthusiasm for rapid change and product delivery.
  • Consistently surpasses customer expectations in every interaction.
  • Self-motivated and capable of managing multiple tasks effectively.
  • Quickly learns new technologies through self-directed training and guidance.
  • Possesses exceptional troubleshooting skills, able to diagnose 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 abilities and excellent communication skills.

Qualifications:

  • Experience: Minimum of 3 years in a technical support role, ideally within a SaaS context.
  • Strong communication skills and a customer-focused mindset.
  • Able to work effectively in a cross-functional team environment.
  • Expertise in cloud infrastructure and proficiency in 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 environments.
  • Familiarity with cloud technologies (AWS, Azure, GCP).
  • Bachelor's degree in computer science, Information Technology, or a related field, or equivalent experience.

Additional Preferred Experience:

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

About CloudBolt:

CloudBolt is dedicated to addressing the most pressing challenges in cloud management today: maximizing return on investment (ROI). Our innovative Augmented FinOps capabilities leverage AI/ML-informed insights and apply intelligent automation and orchestration to optimize the entire cloud lifecycle. By streamlining and clarifying cloud expenditures, we empower organizations to make informed decisions that enhance their cloud strategies.

CloudBolt is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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