Cloud Support Engineer (SRE Development)
F5 is dedicated to enhancing the digital world and empowering organizations globally. They are seeking a Cloud Support Engineer who will blend technical support within a SaaS environment and Site Reliability Engineering, focusing on automation and customer experience.
Responsibilities
- Monitor key SaaS application metrics, logs, and alerts to proactively identify and prevent service disruptions
- Support a 24/7 operational model to ensure high availability and performance of the SaaS environment
- Serve as a primary point of contact for technical customer inquiries and issues
- Partner with customers to understand requirements, troubleshoot effectively, and provide clear, concise communication
- Triage, escalate, and own technical incidents through resolution
- Analyze metrics, logs, and incident reports to provide actionable insights to engineering teams
- Identify recurring patterns and opportunities for automation and continuous improvement
- Partner cross-functionally to improve platform reliability and performance
- Design and implement automation to streamline incident response and improve system reliability
- Introduce and mature SRE best practices, including enhanced monitoring, alerting, and self-healing capabilities
- Contribute to building scalable, resilient infrastructure to support AI inference workloads
Skills
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience)
- 1–3+ years of experience in technical support, systems administration, or a similar role
- Strong understanding of SaaS environments and cloud-based architectures (preferably AWS)
- Proficiency in at least one scripting language (e.g., Python)
- Solid understanding of web technologies (HTTP, REST APIs, JSON, etc.)
- Experience working with ticketing systems
- Strong problem-solving and analytical skills
- Excellent written and verbal communication skills
- Ability to work independently and collaboratively in a team environment
- Willingness to learn new technologies and adapt to evolving requirements
- Experience with monitoring and observability tools (e.g., Prometheus, Grafana)
- Familiarity with configuration management tools (e.g., Terraform)
- Experience working with cloud infrastructure technologies
- Exposure to SRE principles and reliability engineering practices
- Strong understanding of networking fundamentals
- Experience with databases (PostgreSQL), operating systems (Linux), and Kubernetes
Benefits
- Incentive compensation
- Bonus
- Restricted stock units
- Benefits
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