Technical Duty Officer, Xero
Lead / Senior Site Reliability Engineer
$120-175k
Office located in San Mateo, CA
Cloud-based accounting software
Be an early applicant
Cloud-based accounting software
1001+ employees
Be an early applicant
$120-175k
Office located in San Mateo, CA
1001+ employees
Company mission
To make life better for people in small business, their advisors, and communities around the world.
Role
Who you are
- 5+ years of experience as a Site Reliability Engineer, with relevant experience in an Operations or Engineering environment
- Experience troubleshooting AWS hosted servicesNetworking knowledge and able to troubleshoot TCP/IP, SSL/TLS, DNSSEC, IPsec, and BGP issues
- Coding experience (preferably Python) building tools, scripting, or automationStrong communication (oral & written) skills including the ability to translate technical issues/concepts into agreed actions
What the job involves
- As Xero grows there is a continued need for a keen focus on reliability to ensure customers receive service that exceeds their expectations
- Xero’s Incident and Problem Management team are a part of the Site Reliability Engineering (SRE) organization and are responsible for the build, delivery and ongoing maintenance of robust process and tooling around Incident management
- The team is responsible for driving enduring reliability at Xero through robust, consistent and fast response to high severity incidents. They are responsible for building a world class process and ensuring that process matures as the demands of the business grows
- This position requires an experienced SRE professional with a strong technical background, deep experience in SRE, a passion for building and delivering robust processes and extensive experience of leading technical response to high severity cloud issues
- As a seasoned and relentless professional, they will drive best practice across the business and contribute to the ongoing transformation of the Xero SRE culture
- As an expert communicator, they will lead technical discussions to identify and track actions associated with and identified during incident situations
- Owns the incident management process and ensures it drives enduring reliability across all products and services within Xero
- Provide expert leadership during critical outages, coordinating multiple teams to ensure streamlined decision-making and quick resolution
- Lead and advocate for the transformation to a world-leading SRE organization, promoting SRE principles within the Engineering Department
- Act as a customer-focused approach by addressing and mitigating global customer environment issues, and fostering a culture of continuous learning and technical excellence within the SRE team
- Develop and implement scalable process frameworks and observability strategies to ensure rapid problem diagnosis, response, and service reliability
- Collaborate with product teams to thoroughly analyze failures and integrate insights to improve service reliability, scalability, and operational efficiently
- Provides ongoing training across the business to ensure the process is well understood and adhered to. This includes training appropriate engineering resources who will own Incident commander actions for lower priority issues
- Dives into causes of Incidents and examines, on a proactive basis, the potential causes of future incidents and works with engineering teams to remove the risk of that failure scenarioBuild playbooks and automated response to Business continuity and DR situations to ensure response is quick and effective
Our take
For a long time, high-quality financial services have been reserved for large-scale businesses. Xero solves this problem by giving small businesses, accountants, and bookkeepers access to best-in-class finance and accounting solutions.
Xero is one of the largest companies of its kind, with its promise to save time and effort for small business owners - who often don’t have in-house accounting teams - capturing interest and allowing the company to scale. It has a strong rival in Intuit QuickBooks, which offers similar services, but competes by being most effective for growing startups, and having an incredibly simple user experience.
A series of acquisitions and partnerships, including the purchase of Instafile in 2018, have consolidated Xero’s market share. The company continues to add new integrations, such as with Vehocheck Workshop Manager, and the 2023 launched Beautiful Business Fund that will help small businesses accelerate growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Top-spec MacBook or HP Z-book
- Employee Share Plan (own a part of Xero!)
- 23 days holiday plus Bank Holidays (plus an extra 3 days over the Christmas period!)
- 10 days Wellbeing Leave (for sickness, emergencies and taking a mental health break)
- Company Pension Scheme (matched contributions up to 4.5%)
- A range of wellbeing initiatives
- Remote and Flexible Working
Company values
- Human - Xeros are authentic, inclusive and really care. We’re kind and assume the best intent. We’re inclusive, approachable and show empathy. We’re willing to be vulnerable, sharing our fears, failures and learnings.
- Ownership - Xeros deliver on commitments. We do what we say we’ll do. We own our mistakes and take positive action. We move fast to get the right things done.
- Challenge - Xeros are curious. We think and dream big. We welcome challenging conversations and do it with respect. We lead and embrace change, seeking new and better ways.
- Beautiful - Xeros create experiences people love, and that inspire and delight. We do high-quality work and go the extra mile.
- Team - Xeros are great team players. We champion Xero’s purpose and priorities. We work together to do what’s best for Xero and our customers. We appreciate and celebrate each other and our successes.
Company HQ
Te Aro, Wellington, Wellington
Articles
Leadership
Rod Drury
(Founder)Previously Consultant at EY, Founder of Glazier System. Was CEO of AfterMail and Director at TradeMe. Also founded Pacific Fibre and was Director at NZX.
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