SRE Support Engineer

Responsibilities

• Work cross-functionally with customers and partners to address complex customer questions and drive incidents to resolution.
• Troubleshoot, isolate, and resolve container orchestration/management issues, specifically Docker and Kubernetes.
• Troubleshoot, isolate, and resolve complex application deployment issues.
• Analyze and categorize customer interaction trends to provide accurate and meaningful feedback to Engineering and SRE organizations.
• Build knowledge base articles.
• Participate in post-mortem reviews, and drive ongoing improvement.
• Obsess over minute details to drive operational excellence in every aspect of your work.
• Make meaningful and significant contributions to our client’s development of objectives and goals.
• Work on complex issues, analyzing situations or data that require in-depth evaluation.
• Your expertise and discretion will be required to think outside the box and resolve highly complex issues creatively and effectively.
• Work hours are from 8 AM to 5 PM United Kingdom time, Monday to Friday. While there is no on-call, if there’s any maintenance during the weekend you will need to be available, and then you'll get time off to compensate for that.

Key Qualifications/Experience

• Robust level of spoken and written English.
• Several years of experience (ideally 5 or more) in supporting highly scalable applications and web services.
• Experience working with Cloud technologies (AWS mandatory, Google Cloud - nice to have).
• Hands-on experience with open-source technologies such as Kubernetes and Docker (mandatory), Spark, and Kafka (at least basic knowledge of these two).
• Kubernetes: Extensive experience in deploying, managing, and scaling applications using Kubernetes. Familiarity with Helm, Kustomize, or similar tools.
• Deep understanding and hands-on experience with Linux administration, scripting (Bash, Python or any similar programming/scripting language), and troubleshooting.
• Networking: Understanding of network protocols, DNS, load balancing, and related technologies.
• Comfortable working with a very technical customer base.
• Comfortable providing a wide range of support, from simple issue resolution to end-to-end onboarding.
• Strong familiarity with modern server technologies and architectures.
• Strong problem-solving skills, excellent communication skills, and the ability to work collaboratively in a team environment.
• Strong attention to detail.
• Excellent analytical capabilities.
• Passionate about Technical Support.
• Strong troubleshooting experience.
• Ability to work as an independent contractor for a US company

Nice To Have

• Observability and logging tools experience like Prometheus, Grafana, Datadog, Splunk, etc.
• Hands-on experience with Relational Database Management Systems.
• Certifications: Relevant certifications such as CKA (Certified Kubernetes Administrator), CKAD (Certified Kubernetes Application Developer), or Linux Professional Institute Certification (LPIC).
• Experience with Infrastructure as Code (IaC): Familiarity with tools like Terraform, Ansible, or Puppet.

Recruitment Process

• English Proficiency Assessment (25 mins)
• Technical Assessment (45 mins)
• Recruiter screen (30 mins)
• Technical Interview (30-45 mins)