Site Reliability Engineer - Product Expert

inContact   •  

Salt Lake City, UT

Industry: Enterprise Technology


8 - 10 years

Posted 40 days ago

The Site Reliability Engineer works as an operational resource for a specific software application or suite of applications and accompanying infrastructure.​ This includes providing mid-level and escalation support for other groups and working to resolve production issues in conjunction with development, operational, and architectural resources. ​

As a Site Reliability Engineer, a Typical Day Might Include the Following:

  • Follow architectural design to install, configure and validate the system build.
  • Engage in and improve the whole lifecycle of services—from inception and design, through deployment, operation and refinement.
  • Support services before they go live through activities such as system design consulting, developing software platforms and frameworks, capacity planning, and launch reviews.
  • Scale systems sustainably through mechanisms like automation and evolve systems by pushing for changes that improve reliability and velocity.
  • Practice sustainable incident response and blameless post mortems.
  • Participate in ownership of entire stack for specialized product, including software and infrastructure elements.
  • Provide material support for production issues which cannot be resolved by lower level support resources.
  • Communicate solutions effectively to technical and non-technical peers and customers to improve capabilities of lower level support resources.
  • Coordinates and works on multiple cross-functional base work initiatives and projects.
  • Participates in planning long and short term project efforts.
  • Supports multiple systems or applications of medium to high complexity.
  • Works with project managers to assign resources to project tasks.
  • Leads or provides technical direction for the planning, execution, and validation of testing work.
  • Provides technical guidance and coaching/mentoring to team members.
  • Writes and maintains technical documentation for supported application(s).
  • Follow established processes when performing work or help document and create processes as necessary.
  • Document troubleshooting steps and results in appropriate locations for historical access.
  • Ensures compliance with policies, procedures, and standards.
  • Implements or coordinates remediation required by audits/assessments, and documents as necessary
  • Handle new turn up requests and assist implementation in bringing new customers on board.
  • Identify potential application defects and work with developers to document and resolve such issues.
  • Provide on call support for high priority incidents

To Land This Gig You'll Need:

  • ​Bachelor's degree in Computer Science, Business Information Systems, or related field (or equivalent work experience) is required.​
  • 8+ years of experience working within application or software support.
  • 4+ years of experience working within public or private cloud environments.
  • 4+ years of experience working in a Windows based environment including both production and personal systems.
  • 6+ years communicating in English in a technical field.
  • Experience working with WFO related software (WFM, QM, Etc…)
  • Can effectively troubleshoot supported applications effectively.
  • Can work on complex issues which may span multiple applications or environments.
  • Proactively engages with peers to discuss issues and keep stakeholders updated.
  • Service-oriented; ability to work on behalf of peers in services and development.
  • Mentors co-workers with expertise
  • Coordinates work with peers
  • Shares discoveries and best practices
  • Learns from others within the team
  • Self-Driven. Proactively looks for ways to improve systems and processes
  • Able to work with little supervision and complete tasks and projects as directed.
  • Experience with one or more of the following: C#, .NET, SQL, ASPNetCore, NodeJS, REST API's

  • Bonus Experience:Experience with SQL utilization, queries, etc…
  • Experience working with call centers and call center infrastructure
  • Experience working with international customer base.