SRE Support Analyst

Details

• Opportunity to work alongside a talented, diverse team in a collaborative and creative environment
• Ongoing investment in your growth through training, mentorship, and industry certifications
• Hands-on exposure to cutting-edge technologies across multiple industries
• Recognition programs and employee awards within an inclusive culture that celebrates great work, including our AI Innovators Program
• Remote or hybrid work options
• Competitive salary + bonus opportunities
• Robust benefits package, matching 401(k) plan, and substantial PTO
• Tuition reimbursement
• Monitor AWS CloudWatch logs, APM dashboards, alerting queues, and key production components during primary support hours.
• Review the health of cloud infrastructure, APIs, application services, containers, databases, storage, and other supporting AWS resources.
• Triage incoming incidents and support tickets, classify severity levels, follow documented runbooks, and escalate issues when they fall outside known procedures.
• Participate in a shared P1/P2 on-call rotation, acknowledging alerts through PagerDuty or a similar tool and performing initial triage outside primary support hours.
• Actively use AI tools, including Claude through our Anthropic partnership, to streamline tasks, improve the quality of your work, and share best practices with teammates while continuously seeking new ways to integrate AI into your everyday workflows
• Support minor defect corrections in existing Java, React, and JavaScript application code while staying within defined support scope.
• Coordinate production deployments with delivery leadership and technical stakeholders while helping maintain and troubleshoot CI/CD release pipelines.
• Follow established backup and recovery procedures, including restoring from the latest available backup when needed as part of incident resolution.
• Keep troubleshooting documentation current by capturing failure modes, resolution steps, escalation paths, workarounds, and lessons learned from production incidents.
• Collaborate closely with the SRE team to ensure consistent coverage, smooth handoffs, and shared accountability for platform stability.
• Contribute to operational reporting by documenting ticket activity, incident response details, infrastructure observations, and support trends.
• Consultative approach and problem solving skills to successfully align digital solutions with long-term business goals of the client
• Hands-on experience using AI tools to enhance daily work, or a strong desire to do so, including a willingness to experiment, learn, and champion AI adoption within your role
• Commitment to understanding and exceeding client expectations
• Ability to perform project oversight and execution of deliverables
• Flexibility to adapt within a high-growth organization
• Ability to lead, mentor and motivate those around them
• Hunger for continuous learning and professional development
• Intellectual curiosity to provide creative solutions
• Full understanding of the software development life cycle
• Ability to positively impact fellow colleagues through effective leadership, presentations, coaching, etc.
• Desire to work in a team environment
• Good interpersonal, written and verbal communication skills