Site Reliability Engineer

Key Responsibilities :

Technical & Product Support :

- Serve as the first line of support for customer-reported technical issues related to our SaaS platform.

- This involves data connectivity issues, report errors, performance concerns, access problems, data inconsistencies, software bugs, integration challenges etc.

- Understand and empathize with the challenges ThoughtSpot users face, offering tailored solutions to improve their user experience.

- Ensure prompt and accurate updates, meet SLAs and provide timely resolution to customer issues via tickets and calls.

- Create knowledge-base articles to document knowledge and help customers self service.

System Reliability & Monitoring :

- Maintain, monitor, and troubleshoot ThoughtSpot cloud infrastructure.

- Monitor system health and performance through metrics, logs, and dashboards using tools like Prometheus, Grafana, to detect and prevent issues early.

- Work with Engineering teams to define, and implement tools to enhance debuggability, supportability, availability, scalability, and performance.

- Be an expert in cloud and on-premise infrastructure by developing automation and best practices.

- Participate in on-call rotation for critical SRE systems, lead the incident review and root cause analysis.

Required Skills & Experience :

- Exceptional communication skills, both written and verbal, to effectively engage with cross-functional teams, customers, and stakeholders.

- Relevant work experience troubleshooting complex Linux Systems and managing distributed systems.

- Experience in virtualization and Cloud technologies.

- Experience in enterprise customer support, on-call rotation for critical SRE systems, leading incident review and root cause analysis.

- Ability to diagnose technical problems and work with Engineering on escalated issues.

- Strong problem solving skills, algorithmic thinking and a strong foundation in how systems should work.

- Understanding of tools & frameworks required to Operate and manage Cloud infrastructure.

- Strong customer service skills.

- Solid communication skills and ability to work independently.

- Ability to leverage automation, monitoring and data analysis to ensure high availability.

- Familiarity with scripting languages such as Python, JavaScript or Bash.

- Exposure to infrastructure and service monitoring tools