We are looking for a Site Reliability Engineer who will help ensure that customer environments running on the organization platforms (ARC and Fusion) operate reliably across Microsoft Azure infrastructure and Cloudflare edge services.
In this role, you will help maintain the availability, performance, and security of customer websites, ensuring they consistently meet or exceed agreed performance, availability, and support SLAs. You will also play a key role in responding to operational issues, communicating clearly with customers, identifying root causes, and contributing to continuous improvements across the platform.
Responsibilities
- Customer Platform Support and Incident Management
- Provide technical support for customer environments deployed using organization ARC and Fusion within Microsoft Azure.
- Own and resolve support requests raised through Zendesk, ensuring issues are investigated thoroughly and resolved efficiently.
- Respond rapidly to production incidents affecting customer websites or infrastructure.
- Investigate and troubleshoot issues across Azure infrastructure, networking, deployments and application environments.
- Assist customers with configuration and operational questions related to organization ARC and Fusion deployments.
- Perform root cause analysis following incidents and contribute preventative improvements where possible.
- Collaborate with customer development teams when application‑level issues are identified.
- Maintain operational documentation, troubleshooting guides and knowledge base articles along with accurate time tracking and detailed troubleshooting notes in Zendesk.
- Identify opportunities to automate operational tasks or improve support processes.
- PlatformFeedback an Continuous Improvement
- Work closely with the Product and Development teams to provide feedback on platform behaviour, operational challenges and improvement opportunities.
- Identify recurring operational issues that coul
📌 Site Reliability Engineer (Colombia)
🏢 Sharesource Australia BPO
📍 Colombia
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