Site Reliability Engineer – AWS (Remote)

Stage 4 Solutions is recruiting for a large, global B2B high-tech company seeking a Site Reliability Engineer. The role deploys and supports cloud and SaaS software, responds to incidents, maintains infrastructure reliability, automates operational tasks, and provides advanced technical support and guidance to customers.

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)
• 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
• Bazel and CueLang experience a plus