Principal Site Reliability Engineer

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, nd reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

Overview:

LivePerson transforms customer care from voice calls to mobile messaging. Our cloud-based software platform, LiveEngage, allows brands with millions of customers and tens of thousands of care agents to deliver digital experiences at scale. As the market leader in real-time intelligent customer engagement, we are a B2B SaaS company with 20 years of experience and the heart of a startup.

The Cloud DevOps team at LivePerson is looking for a Principal Site Reliability Engineer (Principal SRE) to provide technical leadership across the organization and help shape the reliability, scalability, security, and operational excellence of our cloud platforms and services.

The ideal candidate is a highly experienced engineer who can solve complex technical problems, influence engineering teams without direct authority, and drive large-scale initiatives from strategy through implementation. This is a highly technical role focused on architecture, reliability engineering, automation, and improving the overall engineering maturity of the organization.

You will: 

• Provide technical leadership and direction for reliability and platform engineering across multiple teams.
• Design and evolve highly available, scalable, secure, and resilient systems, with a strong focus on Google Cloud Platform (GCP).
• Lead complex, cross-team initiatives across cloud infrastructure, Kubernetes, networking, observability, security, and software delivery.
• Define and drive SRE practices including SLOs, SLIs, error budgets, reliability reviews, capacity planning, and operational readiness.
• Lead technical response to complex production incidents and drive long-term corrective and preventative actions.
• Develop automation and infrastructure-as-code solutions using Python, Terraform, Ansible, Bash, and other modern engineering tools.
• Provide technical leadership for Kubernetes platforms and containerized workloads, including architecture, scalability, performance, and reliability.
• Establish and evolve GitOps deployment practices using Kubernetes, Helm, and FluxCD.Define and improve CI/CD practices using GitLab CI/CD, focusing on reliability, security, scalability, and developer experience.
• Drive observability improvements using metrics, logs, traces, dashboards, and actionable alerting.Identify systemic reliability risks, technical debt, and architectural weaknesses and drive sustainable solutions.
• Create reusable platforms, tooling, and engineering patterns that enable teams to operate reliable services independently.Mentor Senior SREs, Team Leads, and other technical leaders while raising engineering standards across the organization.Influence architecture and technical decisions across teams and communicate complex technical concepts and trade-offs to engineering leadership.

You have:

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• 7+ years of experience in SRE, DevOps, Cloud Infrastructure, Systems Engineering, or a related field.
• Experience operating at a Principal, Staff+, Architect, or equivalent senior technical leadership level.
• Extensive experience designing and operating highly available, scalable, secure, and distributed production systems.
• Strong hands-on experience with Google Cloud Platform (GCP) and cloud architecture, including networking, IAM, compute, storage, and managed services.
• Extensive experience with Kubernetes and containerization technologies such as Docker.
• Hands-on experience with service meshes such as Istio.
• Strong programming and scripting experience with Python, Bash, or similar languages, focused on automation and platform engineering.
• Extensive experience with Terraform and automation/configuration management tools such as Ansible.
• Strong experience with GitOps, Helm, and FluxCD.
• Strong experience designing and maintaining CI/CD pipelines using GitLab CI/CD.
• Deep understanding of Linux, networking, DNS, load balancing, TLS/SSL, authentication, and security fundamentals.
• Strong experience with observability platforms such as Prometheus, Grafana, and Alertmanager.
• Deep understanding of SRE principles, distributed systems, scalability, fault tolerance, and performance engineering.
• Proven ability to influence architecture and technical decisions across multiple teams and organizational boundaries.
• Excellent communication skills and the ability to mentor senior engineers and technical leaders.

Nice to Have:

• Experience operating large-scale B2B SaaS or globally distributed systems.
• Experience with secrets management and security platforms such as HashiCorp Vault.
• Experience with PostgreSQL and other distributed data services.
• Experience operating and modernizing hybrid cloud and on-premises infrastructure.
• Experience leading large-scale cloud migrations or infrastructure modernization initiatives.
• Experience designing internal developer platforms and self-service infrastructure capabilities.
• Experience with disaster recovery, business continuity, and resilience engineering.
• Experience defining organization-wide engineering standards and reliability frameworks.

Benefits:  

• Health: medical, dental, and vision
• Time away: 28 vacation days
• Development: Generous tuition reimbursement and access to internal professional development resources. 
• Additional: Food Vouchers.
• #LI-Remote

Why you’ll love working here:

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson:

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information.  This phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address.

LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information and other related banking information. If you have any questions and or concerns, please feel free to contact [email protected]