As the Site Reliability Engineer, will be responsible for ensuring the availability, reliability, and performance of our customer-facing software applications. This role combines planning, engineering, monitoring, incident response, and administration to create highly scalable and fault-tolerant systems. You will handle complex and escalated application and network infrastructure support cases including troubleshooting of ethernet networking problems. You will develop, review, and approve customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs. You will act as a technical team lead, technical resource, and coach for the Associate Engineer – Support and Engineer – Support team members. **Responsibilities:** + Collaborate with engineering, technical services, and quality assurance divisions on any problems, software bugs or emerging customer needs + Ensure the high availability and reliability of the production environment by monitoring system health and performance + Provide primary operational support for large-scale distributed software applications + Facilitate incident resolution via triage, communication, engagement, escalation, and documentation + Partner with platform administration (both internal and external) to define and achieve stability and scalability objectives + Collaborate with technical and quality teams to improve services by identifying areas of risk and helping to define and proactively implement solutions + Drive continual improvement in system performance by setting service level objectives in collaboration with a performance center of practice and/or product development teams + Participate in system design, capacity planning, and platform management + Analyze and publish metrics from operating systems and applications to assist in performance tuning and fault finding + Pursue opportunities for automation and process improvements + Delivers an exceptional levels of customer service, providing infrastructure support per Service Level Agreements (SLA). + Handles escalated cases, including troubleshooting of complex audio, video, and ethernet networking problems. + Handles security patch and vulnerability management. + Evaluates, identifies, and replicates issues and follows an escalation process to reach desirable outcomes to ensure positive customer experience. + Serves as a technical resource to other functional groups and individuals to improve service quality and user experience. + Develops customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience. + Takes ownership of the escalated cases from Associate Engineers and Engineers and takes it to the resolution. **Qualifications:** + Bachelor's Degree - Engineering related discipline required; Master’s Degree preferred + Experience providing first-level incident response and troubleshooting with technical teams to resolve end-user issues + Proficiency with enterprise system monitoring software (examples: NewRelic, Nagios, Solarwinds, Dynatrace, Datadog, Azure Monitor, Splunk) + Experience with cloud-based infrastructure, databases, and applications + Experience with performance tuning and fault finding in large-scale distributed systems. + Experience with designing, implementing, and managing performance testing practices, including specific tools and frameworks + Knowledge of disaster recovery planning and execution. + Ability to effectively work in a highly matrixed organization + Strong understanding of coding, automation, and engineering principles to build resilient, self-healing systems + Familiarity with DevOps practices and tools + Jira (or equivalent work management) Confluence (or equivalent knowledge management) + Licenses/Certificates/Designations - IT industry networking certifications such as CCNP or JNCIP; ITIL or equivalent + Minimum 5 years of experience supporting network and AV operations + 5 years required delivering support in ethernet technologies/AV and networking concepts + Advance knowledge of platform OS (router platform, VxLAN, WAN, LAN & routing protocols) and how they interact with the network + Ability to apply principles, theories, and concepts, as well as knowledge or related networking/AV disciplines + Advanced skills and knowledge and adherence to change management process. + Network routing & switching + Possess a customer-centric mindset + Possess strong computer skills, including proficiency with Microsoft Office Outlook, Word, Excel, and PowerPoint + Excellent oral and written communication \#LI-GS1