SummaryPOSITION OVERVIEW
ABOUT THE ROLE
At Guidewire, we believe that great technology is powered by great people. We're searching for a Senior Site Reliability Engineer who not only brings deep technical expertise but also thrives on engaging with customers, partners, and cross-functional teams. In this customer-facing role, you will ensure the smooth, reliable operation of our flagship cloud platform and InsuranceSuite products-all while championing a customer-first mindset.
If you're passionate about automating complex systems and equally enthusiastic about building genuine human connections, we want to hear from you.
Job DescriptionWHAT YOU'LL DO- Customer-Centric Collaboration:
- Serve as a technical ambassador, working directly with customers to understand their needs, address concerns, and ensure our systems support their business goals.
- Participate in design reviews, production readiness checks, and post-incident analyses with both internal teams and customers to continuously improve service quality.
- Technical Excellence & Reliability:
- Collaborate closely with product development and other SRE teams to enhance the reliability, performance, and efficiency of our microservices applications.
- Analyze data from observability and monitoring tools to optimize operational metrics across our customer-focused systems.
- Develop, document, and share technical solutions and training materials to empower your colleagues and ensure consistent, high-quality support.
- Innovation & Automation:
- Lead efforts to automate routine tasks and system maintenance on our SaaS multi-tenant infrastructure, ensuring 24x7x365 operations that meet both technical and customer experience benchmarks.
- Create and refine tooling and processes that improve incident management, driving proactive measures to prevent issues before they affect our customers.
- Cross-Functional Partnership:
- Work alongside diverse teams-engineering, product development, and support-to integrate new features seamlessly and maintain an open dialogue about customer feedback.
- Contribute code and strategic ideas that not only solve technical challenges but also enhance the overall customer journey.
WHO YOU ARE- Technically Proficient:
- You hold a Bachelor's Degree in Computer Science or a related field and have solid experience with Bash, Python, and/or Go.
- You've supported web applications in live production environments (Java/Apache/Tomcat) and have a deep understanding of Linux systems, AWS, and container orchestration (Docker, Kubernetes/EKS).
- You're experienced with IaC (Terraform/Terragrunt/Terraspace), devops/gitops tools (Git, Bitbucket, Flux CD, TeamCity), and observability platforms (Datadog, CloudWatch, PagerDuty).
- Customer Focused & Communicative:
- Beyond your technical skills, you're a strong communicator who can explain complex concepts in a relatable way-both internally and when speaking directly with customers.
- You're passionate about mentorship and thrive on teaching and collaborating across teams, always putting the customer's experience at the forefront.
- You enjoy engaging with others, have a natural knack for troubleshooting, and are driven by a genuine desire to help customers succeed.
- Driven & Adaptable:
- You're a problem solver with a can-do attitude who believes that "if you have to do something more than once, automate it."
- You adapt quickly to new technologies and processes, ensuring that you can meet the evolving needs of a highly dynamic, customer-centric environment.
- You're comfortable with travel (up to 25%) and are eager to interface with customers, partners, and vendors to drive continuous improvement.
JOIN USIf you're excited by the challenge of ensuring robust, customer-focused operations in a rapidly evolving tech landscape, and you're as comfortable writing code as you are engaging with clients, then you'll thrive at Guidewire. Apply today to make a direct impact on the reliability of our systems-and on the success of our customers.
The Canadian CAD base salary range for this full-time position is $118,000 - $148,000. Your base pay will depend on your experience, skills, education, training, and location among other factors. All full-time positions or part-time roles working 30 hours or more a week at Guidewire are eligible for benefits that support their health and well-being including health, dental, and vision insurance, paid time off, and a company sponsored retirement plan. In addition, some roles may be eligible for the annual company bonus plan, commissions, and/or long term incentive awards which are contingent on a variety of factors including, but not limited to, company and employee performance.
