Description

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #8 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
Talkdesker: YOU!

Our Engineering team employs a micro-service architecture approach.

As a Senior SRE, you will play a critical role in ensuring the reliability, availability and performance of Talkdesk Infrastructure and Mission Critical Services. You will collaborate with development teams to design, build, and maintain scalable and resilient systems. Your primary focus will be on improving/automating operations, improving observability, monitoring system health, and responding to incidents to meet a telco grade service reliability.

Responsibilities:

Collaborate with software engineering teams to promote best practices in terms of reliability, performance, and scalability during the development and operation lifecycle.
Continuously improve system performance and reliability through proactive system monitoring, capacity planning and performance tuning.
Improve and maintain systems observability and alerting to identify, respond to potential issues proactively and reduce Mean Time to Detect (MTTD).
Build and maintain tools for automation, configuration management, and deployment to improve operational efficiency, reliability and reduce Mean Time to Repair (MTTR).
Participate in post-mortem analyses and work/drive mitigation actions to prevent recurrence.
Create, review, and improve runbooks and operational procedures to maximize operational effectiveness of deployments, incident response, and maintenance.
Organize and drive regular fire drills with engineering teams to practice and validate on-call and operational procedures
Participate in the on-call rotation and respond to incidents, working towards their mitigation and resolution.

Requirements:

Degree in Computer Science, Information Technology, or related fields.
Strong experience as a Site Reliability Engineer or DevOps Engineer.
Strong Linux experience.
Expertise in at least one programming language (e.g. Python, Java/Spring, Ruby)
Experience with automation tools (e.g. Ansible, Terraform).
Experience with cloud platforms (e.g. AWS, Azure) and container technologies (e.g. Docker, Kubernetes).
Solid understanding of networking constructs such as firewalls, application firewalls, load balancers
Solid understanding of distributed systems and microservices architecture at scale.
Experience with monitoring tools (e.g. New Relic, Prometheus, Grafana, ELK stack) and incident management systems (e.g. Splunk).
Experience with performance monitoring and tuning of databases (e.g., Postgresql, MongoDB, CassandraDB)
Experience with messaging systems (e.g. Kafka, Rabbit MQ, Amazon MQ)

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.

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