Senior Site Reliability Engineer - Support

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education) Sits within a newly acquired startup building an AI-enabled, autonomous banking platform for Tier-1 financial institutions within the banking group. The Support Engineer diagnoses, troubleshoots, and resolves complex production and customer issues across modern banking platform environments. The role is hands-on and customer-facing, requiring strong investigation skills, clear communication, and the ability to connect application behavior, Kubernetes infrastructure, logs, metrics, and customer impact.

KEY RESPONSIBILITIES

Technical Troubleshooting & Incident Resolution – Investigate and resolve complex technical issues across application, infrastructure, and platform layers. – Analyze logs, metrics, traces, and alerts to identify root causes and correlate symptoms across systems. – Troubleshoot Kubernetes and container issues, including pods, services, deployments, networking, and resources. Customer-Facing Support – Engage directly with enterprise banking customers to understand, investigate, and resolve technical issues. – Communicate findings clearly to technical and non-technical customer stakeholders during investigations.

Observability & AI-Assisted Operations – Use tools such as Prometheus, Grafana, Loki, OpenTelemetry, Datadog, Splunk, or similar to investigate behavior. – Work with the platform's AI-driven SRE capabilities — incident insights, auto-remediation, and AI-based root cause analysis — validating findings and acting on them. – Improve runbooks, dashboards, alerts, and support processes based on recurring issues and lessons learned. Platform Support – Support Kubernetes-based banking platform environments across cloud, hybrid, and customer-hosted deployments. – Assist with deployment-related troubleshooting when required; deployment ownership is a plus, not a core requirement.

REQUIRED EXPERIENCE & CAPABILITIES

Technical Expertise – Strong hands-on troubleshooting experience across production or customer-facing technical environments — the single most important capability for this role. – Hands-on experience with Kubernetes and containers. – Ability to read, interpret, and correlate logs, metrics, traces, and alerts. – Strong understanding of Linux, networking fundamentals, APIs, services, and distributed system behavior.

Customer-Facing Experience (Mandatory) – At least one proven customer-facing technical role is required. – Experience working directly with customers during investigations, escalations, or production support scenarios. Operating Style – Strong ownership mindset and bias toward resolution. – Practical, hands-on problem solver who enjoys investigation and troubleshooting. – AI-native: integrates LLMs and AI tooling into daily investigation and support work.