Job Description

About The Role

We are looking for a well-rounded customer facing professional to join our SRE team. The right candidate for this role will be passionate about helping customers deploy/maintain/troubleshoot distributed services/applications in the cloud and on-premise infrastructure. You will be responsible for the big picture of how the services in the ThoughtSpot stack relate to each other and use a breadth of tools and approaches to solve a broad spectrum of problems. You are the ideal candidate if you take ownership of customer issues and see problems through to resolution.

What You'll Do

• Take a customer-first approach to troubleshoot, debug and diagnose product issues.
• Ensure prompt and accurate updates, meet SLAs and provide timely resolution to customer issues.
• Create knowledge-base articles to document knowledge and help customers self service.
• Understand the requirements and nuances of data centers and public cloud (VMware, AWS, Azure, GCP) features.
• Maintain, monitor, and troubleshoot ThoughtSpot cloud infrastructure.
• Work with Engineering teams to defin, and implement tools to enhance debuggability, supportability, availability, scalability, and performance.
• Be an expert in cloud and on-premise infrastructure by developing automation and best practices.
• Support a 24x7x365 organization by working rotational shifts and taking on-call responsibilities.
• Understand cloud NetOps and SecOps aspects.

What You'll Bring

• 3-9 years of relevant work experience troubleshooting Linux Systems.
• Experience in virtualization and Cloud technologies
• Experience in enterprise customer support, on-call rotation for critical SRE systems, leading incident review and root cause analysis.
• Ability to diagnose technical problems and work with Engineering on escalated issues.
• Strong problem solving skills, algorithmic thinking and a strong foundation in how systems should work.
• Understanding of tools & frameworks required to Operate and manage Cloud infrastructure.
• Strong customer service skills.
• Solid communication skills and ability to work independently.
• Ability to leverage automation, monitoring and data analysis to ensure high availability.

Additional Skills

• Familiarity with programming languages like C/C++, Python, Go or Java.
• Exposure to infrastructure and service monitoring tools.