ThoughtSpot - Site Reliability Engineer - DevOps

About The Role

ThoughtSpot is an AI-powered analytics platform that enables users to explore and analyze data through natural language queries, making insights accessible to all.

Our mission is to deliver reliable, high-performing applications that empower our customers.

We are seeking a Site Reliability Engineer who excels at providing technical support for our end users , incident management and resolution, and cloud operations within a customer-centric environment.

Role Overview :

We are seeking a Site Reliability Engineer (SRE) with a strong focus on customer-facing technical support.

What You'll Do :

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 etec.

- 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.

What You'll Bring :

- 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.

Ideal Candidate Profile :

You thrive in dynamic, customer-facing environments and are passionate about ensuring system reliability and customer satisfaction.

What We Offer :

- Competitive salary and benefits package.

- Opportunities for professional growth and career advancement.

- A collaborative work environment where your input and expertise directly impact our customer experience.

If youre ready to leverage your technical skills in a role that directly influences customer success and BI user satisfaction, wed love to hear from you.