Senior Site Reliability Engineer
Bengaluru, Karnataka, India
Posted on Tuesday, February 21, 2023
Ushur is transforming the way enterprises communicate and engage with customers. Fueled by consumer’s self-service demands, enterprises are modernizing customer engagement and experience models. Ushur is fast becoming the platform of choice for Customer Experience Automation™, enabling these enterprises to leapfrog their digital native counterparts and deliver delightful customer and employee experiences. With cutting-edge Conversational AI, Machine Learning and Intelligent Process Automation technologies, Ushur has enabled Fortune 100 enterprises including some of the world’s most well known brands in healthcare, insurance, banking and financial services sectors to automate their customer engagement. Cloud-native, 100% no-code and purely workflow-driven, Ushur empowers citizen developers within business operations teams to build AI-powered, fully-automated and omni-channel experience to digitally transform customer journeys end-to-end.
What You'll Do:
Collaborating with customer success managers and solutions engineers to bring deep technical expertise in implementing intelligent automation solutions for customers on our SaaS platform
Be the L1/L2 support for all customer reported incidents and resolve based on agreed SLAs. Manage end -to-end application support and troubleshoot issues.
Providing customers and solution engineers with ongoing technical support for complex issues and support escalations.
Optimizing and automating support processes including improving reliability of on-call processes, managing incidents, updating runbooks and documentation, reviewing RCAs and recommending solutions to prevent the recurrence and severity of incidents.
Defining and implementing best practices to ensure reliability and automation throughout the software lifecycle with an emphasis on successfully deploying, monitoring, and reporting releases across the customer base.
Developing software that improves the latency, availability and scalability of services in production.
Identifying and automating manual workarounds and process improvements
Collaborate with DevOps Engineering to ensure reliability, severity goals.
Creating service level indicators, objectives and monitoring.
Keeping track of product development, bugs using Asana and Jira.
Fostering a sense of automation in issue resolution; everything possible should be automated, and only when automation can't resolve an issue should people get involved in the resolution
The experience you need:
Minimum of 4 years of IT or related experience with 3 years (of the total required 4 years of experience) in solution engineering and/or DevOps with a mid-to-large SaaS enterprise solutions company or similar experience
Knowledge in developing and supporting high-end solutions that involve both line of business and IT ownership
Experience in managing end -to-end application support and strong troubleshooting skills
Excellent verbal, written, and presentation skills
Strong consultative and analytical skills
Experience engineering software systems of medium-to-large scope and complexity
Familiarity with cloud services, preferably Amazon AWS
Familiarity with REST APIs and Postman tool is essential
Familiarity with LINUX based systems
Outstanding problem solving, troubleshooting and decision making skills required
Solid understanding of source code management, compilers, build configuration languages, automated build tools, package managers, and installers.
Ability to stay cool and focused under pressure.
Familiarity with software engineering practices including unit testing, code reviews and design documentation.
Ability to build tooling, automation and/or services in one or multiple languages.
Experience with DevOps processes and Build, deployment, and orchestration technologies
Exposure to RESTful APIs & micro-services
Ability to juggle multiple projects with complex tasks
Passion for technology and for being a part of a fast-growing SaaS startup where we move quickly and wear many hats
Flexible approach, able to operate effectively with uncertainty and change
Driven, self-motivated, enthusiastic and with a “can do” attitude
Why you want to Work with Us:
Great Company Culture. We pride ourselves on having a values-based culture that is welcoming, intentional, and respectful. Our internal NPS of over 65 speaks for itself - employees recommend Ushur as a great place to work!
Bring your whole self to work. We are focused on building a diverse culture, with innovative ideas where you and your ideas are valued. We are a start-up and know that every person has a significant impact!
Rest and Relaxation. 13 Paid leaves, wellness Fridays offs (aka a day off to care for yourself- every last Friday of the month), 12 paid sick Leaves, and more!
Health Benefits. Preventive health checkups, Medical Insurance covering the dependents, wellness sessions, and health talks at the office
Keep learning. One of our core values is Growth Mindset - we believe in lifelong learning. Certification courses are reimbursed. Ushur Community offers wide resources for our employees to learn and grow.
Flexible Work. In-office or hybrid working model, depending on position and location. We seek to create an environment for all our employees where they can thrive in both their profession and personal life.