Site Reliability Engineer

At Redwood Software, we unleash human potential. We empower our customers with lights-out automation for their mission-critical business processes. We are the leader in full-stack automation for mission-critical business processes. With the first SaaS-based composable automation platform specifically built for ERP, we believe in the transformative power of automation. Our unparalleled solutions empower organizations to orchestrate, manage, and monitor their workflows across any application, service or server – in the cloud or on-premise – with confidence and control.

• One Team. One Redwood
• Make Your Own Weather
• Obsess over Customer Success
• Work the Problem
• Be Curious
• Own the Outcome
• Respect Each Other

As a hybrid Site Reliability Engineer/DevOps Engineer, you'll be a key driver in ensuring the stability, performance, and scalability of our mission-critical SaaS platform. You'll apply engineering principles to operational challenges, constantly striving to eliminate toil through automation.

• Provide day-to-day management of system alerts, check system health, and escalate issues as necessary to maintain high availability.
• Actively participate in a 24x7 on-call rotation for critical SaaS platform incidents, and be available in case of emergencies.
• Lead the incident response process, ensuring fast and effective mitigation and resolution of production issues.
• Perform thorough Root Cause Analysis (RCA) and lead blameless post-mortems to identify systemic weaknesses and create a corrective action plan to prevent recurrence.
• Collaborate with engineering teams to set and enforce error budgets (derived from SLOs, or Service Level Objectives), ensuring a healthy balance between development speed and system stability.

• Automate routine operational tasks to reduce manual effort and "toil" and increase overall team efficiency.
• Design, deploy, and maintain cloud infrastructure using Infrastructure as Code (IaC), specifically leveraging Terraform and Helm for deployment to EKS/K8s clusters.
• Improve existing infrastructure health by developing and implementing checks and scripts to proactively correct known issues and self-heal the platform.
• Maintain, develop, and evolve our Continuous Integration/Continuous Delivery (CI/CD) deployment code and pipelines.
• Learn and maintain existing infrastructure running under Docker and Docker Swarm while driving migration strategies toward EKS/K8s.
• Implement and integrate new technologies and services into our Cloud Infrastructure to enhance platform capabilities and resilience.

• Design and implement comprehensive Observability strategies across all three pillars: Metrics, Logs, and Traces.
• Proactively create and refine robust monitoring and alerting configurations within the EKS/K8s ecosystem.
• Utilize and maintain our Observability platform, Datadog, to gather performance data, create complex synthetic tests, and visualize system health via dashboards.
• Leverage existing monitoring solutions such as Grafana and Prometheus while planning and executing the migration or integration of data into a unified platform.
• Document all issues, remediation steps, system architecture, and runbooks to facilitate knowledge transfer and rapid incident response.
• Collaborate closely with Support, Customer Success, Migration, and Professional Services teams to provide the highest level of SaaS service and minimize customer impact during changes.
• Apply a real customer focus when planning deployments/updates, always considering the impact on the end-user before making changes.

• Hands-on AWS Cloud Engineer experience, with expert working knowledge of the AWS Cloud ecosystem, including a good understanding of AWS IAM roles and policies.
• Proficiency with container orchestration technologies: EKS/Kubernetes (K8s).
• Demonstrable experience with Infrastructure as Code (IaC) tools, specifically Terraform and Helm.
• Working experience with Docker and maintaining systems using Docker Swarm.
• Expertise in setting up and managing logging and monitoring solutions. Direct experience with Datadog is highly preferred, with experience in setting up APM, infrastructure monitoring, and custom dashboards.
• Experience with existing monitoring solutions such as Grafana and Prometheus is required.
• Proficient in a Linux environment and strong skills in Bash and/or Python scripting for automation and troubleshooting.
• A strong understanding of web technologies, including REST APIs, Systems Architecture, Design, and Databases.
• Experience in Product/Application Support for high-availability SaaS-based products.
• Experience in designing, implementing, and operating in a DevSecOps environment.
• Excellent oral and written communication skills, with the ability to clearly explain complex technical issues and RCAs to both technical and customer-facing audiences.