Site Reliability Engineer – AWS (Remote)

We are looking for a Site Reliability Engineer to support a large, global B2B high-tech company in deploying software for Cloud Prem and SAAS customers.

About the role

This is a 4.5-month contract (extension possible) for a W2 employee of Stage 4 Solutions. The role is fully remote within the US, requiring 40 hours per week.

Responsibilities

• Deploy software for Cloud Prem and SAAS customers.
• Respond to and diagnose system incidents in a timely and efficient manner, minimizing downtime and impact on users.
• Collaborate with other engineers to establish root causes and implement effective resolutions.
• Continuously improve incident response processes and documentation for future occurrences.
• Proactively monitor and maintain the health and performance of our infrastructure and services.
• Perform routine administrative tasks such as system configuration, user management, and data backups.
• Identify and implement operational improvements to ensure ongoing system reliability and efficiency.
• Develop and implement scripts and automated solutions to streamline operational tasks and reduce manual workload.
• Participate in the on-call rotation to address critical incidents outside of regular business hours.
• Ensure effective handoff between on-call engineers and document post-incident information for future reference.
• Document processes for support and create, maintain, and execute run-books for identified situations.
• Provide tier 2/3 technical support to customers experiencing platform issues or requiring advanced troubleshooting.
• Work directly with customer technical teams to resolve complex deployment, configuration, and integration challenges.
• Conduct technical onboarding sessions and provide guidance on best practices for customer implementations.
• Collaborate with customer success teams to ensure smooth customer experiences and rapid issue resolution.
• Create and maintain customer-facing technical documentation, troubleshooting guides, and knowledge base articles.
• Escalate customer feedback and feature requests to product and engineering teams.
• Participate in customer calls and technical discussions to provide expert-level platform guidance.
• Track and analyze customer support metrics to identify trends and areas for improvement.

Requirements

• 3+ years of experience in Site Reliability Engineering.
• 2+ years of experience working with cloud platforms and cloud automation tools, especially in AWS.
• Strong experience with Kubernetes, Helm, Linux, AWS networking (VPC), and Terraform.
• Experience with the GitOps model for deployment.
• Familiarity with distributed version control.
• Experience with monitoring and alerting tools (e.g., Prometheus, Grafana).
• Bazel and CueLang experience a plus.
• Understanding of software configuration best practices.
• Ability to wear multiple hats in a fast-paced environment.
• Hands-on, can-do attitude and a bias for action.
• Comfortable working across time zones to support a global customer base.
• Excellent communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Strong customer service orientation with patience and empathy when working with frustrated customers.
• BS degree in Computer Science or related field.

Benefits

• Health benefits offered.
• 401K offered.

Pay

$55/hr - $60/hr.

Schedule

40 hours per week.