Senior Systems Reliability Engineer I

About this role

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Skills you'll use

What you'll do

• Technical & Customer Support
• Act as the primary point of contact for customer-facing technical issues related to our SaaS platform, including data connectivity, report errors, performance concerns, access problems, data inconsistencies, software bugs, and integration challenges.
• Understand and empathize with the challenges ThoughtSpot users face, offering tailored solutions to improve their experience.
• Provide timely, accurate, and clear updates to customers, consistently meeting SLAs and driving issues through to full resolution via tickets and calls.
• Translate complex technical issues into clear, concise updates for both technical and non-technical stakeholders.
• Create and maintain knowledge-base articles to empower customer self-service and improve support efficiency.
• System Reliability & Monitoring
• Maintain, monitor, and troubleshoot ThoughtSpot cloud infrastructure using tools like Grafana, Prometheus, Datadog, and Splunk.
• Monitor system health and performance through metrics, logs, and dashboards to detect and prevent issues proactively.
• Implement and leverage AI/ML-driven solutions for proactive observability, predictive anomaly detection, and intelligent alerting to enhance service reliability and reduce Mean Time to Resolution (MTTR).

Who can apply

• Understand and apply NetOps and SecOps principles for cloud and on-premise deployments.
• Develop and implement automation and best practices to streamline operations and strengthen system reliability.
• Optimize SRE workflows with AI tools to boost operational effectiveness.
• Participate in on-call rotations, lead incident reviews, and conduct thorough root cause analyses to drive continuous improvement.
• Work cross-functionally with Engineering to define and implement tools that enhance debuggability, supportability, availability, scalability, and performance.
• Be an expert in both cloud and on-premise infrastructure by developing automation and best practices.
• B.S. in Computer Science or equivalent relevant experience.
• Proven experience troubleshooting complex Linux systems and managing virtualization and cloud platforms (VMware, AWS, Azure, GCP).

Perks & benefits

About ThoughtSpot

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