Site Reliability Engineer - Production Support

W2 contract role based in Cupertino, CA – fully remote.

About the role

Production support / application support / NOC / service reliability / incident management. Screen out security analysts whose Splunk work is log-based threat detection.

Responsibilities

• Watch service health across production; catch, triage, and drive issues to resolution.
• Run production support against SLAs and work the incident lifecycle directly with the incident management (IM) team.
• Monitor and investigate using Splunk (and Datadog, where in play).
• Support the application stack in cloud and datacenter environments.
• Handle non-prod and prod deployments using the in-house CD tool; monitor deployments and roll back / debug when they fail.
• Keep Git repos current; debug deployment scripts.

Requirements

• Hands-on production support / application support in an SLA-bound environment. Must be able to describe what they personally did during a real incident.
• Incident management experience: triage, severity assessment, escalation, bridge participation, driving to resolution, RCA follow-up. Direct interaction with an IM team.
• Splunk is required. Candidates will be asked what commands / searches they run.
• SOC / production monitoring.
• Troubleshooting depth demonstrable at the command line: log tracing, connection failures, latency, service crashes. Conceptual answers fail here.
• Linux / Unix fluency.
• Containerized workloads: Docker + Kubernetes (managing, not just using).
• Cloud: AWS primary; Azure / AKS acceptable and precedented.
• Payments / banking production environment (card networks, Visa / Mastercard, wallets, issuer / acquirer processing).
• Java application troubleshooting.

Preferred Qualifications

• CI/CD tooling – specifically Jenkins; ability to debug the scripts behind a deployment, not just trigger one.
• Python and / or shell scripting for automation and runbook work.
• Load balancers, SSL/TLS and certificate management, DNS, and general network troubleshooting.
• Config management (Ansible / Chef / Puppet), autoscaling design in Kubernetes.
• Terraform / infrastructure-as-code exposure.
• ServiceNow / Jira or equivalent ITSM incident tooling; ITIL familiarity.
• Datadog experience is a plus.

Pay

$60 – $70 per hour.