Site Reliability Engineer III

Conversica is the leading provider of Conversation Automation solutions, with billions of human interactions spanning more than a decade. Our Revenue Digital Assistants (RDAs) supercharge workforces for growth. They enable marketing, sales, and customer success teams to acquire untapped revenue through perfectly structured conversations. Unlike chatbots, they are powerfully human and can hold meaningful conversations at every touchpoint. Conversica RDAs are used by leaders nationwide to get the conversation going and build a Growth Workforce.
Winning multiple awards including Inc. 5000 fastest growing companies and recognized by Gartner as a Cool Vendor, Conversica is a portfolio company of Providence Equity, Kennet Partners and Toba Capital and is headquartered in San Mateo, California in Silicon Valley with additional US offices in Seattle and Bellingham, Washington.
As a Site Reliability Engineer on our team, you will utilize software and systems engineering to implement resilient production systems based on best practices using modern tools like Terraform to achieve broad IAC coverage, Gitlab, Gitlab Pipelines and AWS as our hosting platform. We are looking for an experienced engineering professional who thrives on driving innovation & best practice within a fast-paced, highly dynamic culture. You should be a strong multi-tasker and a highly collaborative thought-leader. The ideal candidate has a strong passion for technology, continuous improvement, stability, and transforming platforms.  This position is remote.

Responsibilities

• Engage in and improve the life cycle of services—from inception and design, through deployment, operation and refinement.
• Engage in and help to continuously improve our team processes including our DevSecOps team working agreement
• Support services prior to launch through activities such as system design consulting, developing software platforms and frameworks, capacity planning, and deployment review
• Participate in an on-call rotation with a sense of urgency and contribute to the continuous improvement of on-call (reduction in after hour alerts etc)
• Maintain services once they are live by measuring and monitoring availability, latency, and overall system health based on SLA
• Practice sustainable incident response and participate in our blameless postmortem process (SBAR)
• Develop and maintain effective instrumentation of tools & dashboards
• Help improve and maintain high service up-time using AWS while developing and evangelizing company-wide standards for services
• Build and scale highly-available, distributed services with high quality of service for customers
• Assist in troubleshooting failures and performance issues across all services, while suggesting and applying preventive measures
• Participate in scrum teams as service level owner and provide consultation on using the services maintained by the DevSecOps/SRE team

Qualifications

• BS degree in Computer Science / Engineering or related technical field involving coding or equivalent practical experience
• 7+ years of managing distributed SaaS systems in public and private cloud environments. AWS experience required
• 4+ years of experience in Kubernetes / Docker environment
• 7+ years of experience with Unix / Linux system administration
• 4+ years of practical experience building continuous delivery pipelines
• Experience with at least one of the following: Python, Go, PHP, Ruby, Java, C, C++
• Experience with algorithms, data structures, complexity analysis, and software design
• Interest in designing, analyzing, and troubleshooting large-scale distributed systems
• Systematic problem-solving approach, coupled with strong communication skills and a sense of ownership and drive
• Highly analytical, detail oriented, with the ability to work with complex logic to debug & optimize code and automate routine tasks while working under pressure to meet tight deadlines
• Practical experience with MySQL, AWS Aurora, or other RDBs
• Relevant experience supporting applications according to privacy by design and security by design principles.
• Ability to identify and implement privacy and security perimeter control requirements and user, service, and API administration based on roles against a least privilege, zero trust model. The candidate will be expected to manage Conversica’s AWS IaaS/PaaS infrastructure according to the Infrastructure Management Policy and Security Requirements.
• General understanding of U.S. and international privacy laws and regulations, especially as it relates to database access and design (Applicable Conversica Regulations - GDPR, CCPA, CAN-SPAM, and COPPA). General understanding of applicable security frameworks (AWS CIS Benchmark, SOC 2, ISO 27001, HIPPA, PCI-DSS)
• Experience with