Senior Systems Reliability Engineer II

About the role

As part of the ThoughtSpot SRE team, you will be on the cutting edge of operational intelligence. You will ensure service reliability and act as a trusted partner for our customers, leveraging AI/ML to deliver timely updates, meaningful solutions, and predictive improvements. You are the bridge between our customers and engineering, combining deep systems expertise with a genuine passion for customer success.

Responsibilities

• 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.
• Create and maintain knowledge-base articles to empower customer self-service and improve support efficiency.
• Maintain, monitor, and troubleshoot ThoughtSpot cloud infrastructure using tools like Grafana, Prometheus, Datadog, and Splunk.
• Maintain 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).
• 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.

Requirements

• 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).
• Hands-on experience with monitoring tools such as Grafana, Prometheus, Datadog, or Splunk.
• Demonstrated experience and a keen interest in leveraging AI/ML principles to address SRE challenges — including AIOps, predictive maintenance, and intelligent automation.
• Prior experience in enterprise customer support, including on-call rotations and incident management, with the ability to lead root cause analyses.
• Strong problem-solving and algorithmic thinking with a solid understanding of system internals.
• Excellent verbal and written communication skills with the ability to work independently and cross-functionally in fast-paced environments.
• Familiarity with scripting and programming languages such as Python, Go, Bash, or Java.
• Exposure to infrastructure and service monitoring frameworks with the ability to analyze data to ensure high availability.

Qualifications

• Good to Have:
• Experience partnering with Engineering to design and implement mission-critical tooling and automation that advances system debuggability, high availability, elastic scalability, and performance.
• Experience with alerting strategies and monitoring system tuning to minimize alert fatigue and optimize Mean Time to Acknowledge (MTTA).
• Familiarity with C/C++ or other low-level systems languages.

Skills

• Comfortable and confident integration of artificial intelligence into daily workflow to increase productivity and quality.
• Hands-on experience to leverage AI tools (industry-leading LLMs) to increase productivity, automate routine tasks, and improve work quality.
• Write effective prompts to get the most accurate and creative results from AI tools.

Benefits

• Competitive salary and benefits package.
• Opportunities for professional growth and career advancement.
• A collaborative work environment where your input and expertise directly impact customer experience and platform reliability.

Pay

• Details TBD.

Schedule

• Hybrid Work at ThoughtSpot Spotters are expected in-office 3 days per week to experience the energy of their local office.

What We Offer

• ThoughtSpot is the Agentic Analytics Platform that empowers every enterprise to transform insights into action, on a mission to make the world more fact driven.
• We hire people with unique identities, backgrounds, and perspectives - this balance-for-the-better philosophy is key to our success.
• We welcome different backgrounds, identities, and experiences, and we work to create a place where everyone can be themselves and do their best work.

Mandatory And Required Skills For All ThoughtSpot Roles

• Spotters are expected to demonstrate AI literacy and workflow integration to include the ability to: Comfortably and confidently integrate artificial intelligence into their daily workflow to increase productivity and quality.
• Hands-on experience to leverage AI tools (industry-leading LLMs) to increase productivity, automate routine tasks, and improve work quality.
• Speak to the experience of using AI for research, content creation, and document summarization while maintaining ownership of judgment and final decisions.
• Write effective prompts to get the most accurate and creative results from AI tools.

Ai Mindset For All Spotters At ThoughtSpot

• Curiosity in exploring new AI tools.
• Adaptability to quickly learn and implement new, emerging AI technologies.
• Critical thinking to know when to identify when AI should be used versus when human judgement is necessary.

ThoughtSpot For All

• ThoughtSpot is the Agentic Analytics Platform that empowers every enterprise to transform insights into action, on a mission to make the world more fact driven.
• We hire people with unique identities, backgrounds, and perspectives - this balance-for-the-better philosophy is key to our success.
• We welcome different backgrounds, identities, and experiences, and we work to create a place where everyone can be themselves and do their best work.