Site Reliability Engineer

Job Summary

This role is for a Technical Product Support professional with experience in Production Support / Cloud Support for SaaS products. You will bring strong L2/L3-level technical expertise to troubleshoot, debug, and guide resolution for complex production issues, with a focus on incident response, monitoring, and root cause analysis.

Key Responsibilities

• Defining monitoring events for IDfy's services and setting up the corresponding alerts
• Responding to alerts, with triaging, investigating and resolving resolution of issues
• Learning about various IDfy applications and understanding the events emitted
• Creating analytical dashboards for service performance and usage monitoring
• Responding to incidents and customer tickets in a timely manner
• Occasionally running service recovery scripts
• Own the root cause analysis and long-term fixes—not just quick resolutions

Requirements

We are a perfect match if you...

• Have experience in Production Support / Cloud Support for SaaS products.
• Have a problem solving mindset and you go deep into the problems.
• You bring strong L2/L3-level technical expertise.
• You can independently troubleshoot, debug, and guide resolution for complex production issue.

We will get along if you...

Are a graduate with a minimum of 1 year of technical product support experience with following skills:

• Clear logical thinking and good communication skills.
• We believe in individuals who are high on ownership and like to operate with minimum management.
• An ability to understand data and analyze logs to help investigate production issues and incidents.
• Hands On experience of Cloud Platforms (GCP/AWS)
• Hands On experience of logs monitoring tool (Kibana, Stackdriver, CloudWatch)
• Experience in writing SQL is plus.
• Knowledge of Scripting language like Elixir/Python is a plus.

Above all, a mindset of continuous growth & learning and implement what you learn. There might be technologies /tools that you might not know. You will learn those as a part of your on-job training.