Senior Site Reliability Engineer, Glia
AI-based customer service platform
Job no longer available
AI-based customer service platform
201-500 employees
Job no longer available
201-500 employees
Company mission
To help businesses reinvent how they support customers in a digital world.
Role
Who you are
- 5+ years of relevant experience in Site Reliability Engineering or a closely related discipline (e.g., DevOps, Platform Engineering, Infrastructure)
- Deep, practical understanding of Site Reliability Engineering (SRE) principles (SLOs, error budgets, toil reduction)
- Demonstrable experience analyzing and troubleshooting large-scale distributed systems
- Expert-level proficiency with AWS and Kubernetes (EKS), particularly in areas of observability, networking, and auto-scaling
- Strong software development skills in a language like Python or Go, used to build operational tools, services, or automation
- Experience with modern observability platforms (e.g., DataDog, Prometheus) and a deep understanding of metrics, logging, and tracing
- Expertise in designing and operating robust CI/CD pipelines for a microservices architecture (e.g., using ArgoCD, Github Actions, Helm)
- A systematic, data-driven approach to problem-solving and root cause analysis
What the job involves
- You'll be joining our dedicated Infrastructure Team, which is responsible for the reliability, scalability, and performance of Glia’s cloud-native core infrastructure serving the conversational AI.
- Our team focuses on operational excellence and proactive problem-solving to ensure our systems are always available and performing optimally
- All SREs on the team report to a dedicated Engineering Manager. Our work is driven by Objectives and Key Results, defined quarterly in collaboration with the Director of Engineering
- All projects are planned, led, and executed by our engineers. Our SRE team is located primarily in Vancouver and Toronto and works in the Pacific Time zone (PT). We are optimized for remote collaboration and welcome candidates from anywhere in Canada
- As a Site Reliability Engineer, your primary focus will be on the health and performance of our production services. Responsibilities will include:
- Defining, measuring, and reporting on Service Level Objectives (SLOs) and Service Level Indicators (SLIs) for key services
- Partnering with development teams to establish error budgets and the operational consequences of their consumption
- Writing software to automate production operations, eliminating manual toil and improving system resilience
- Leading the incident response process for complex outages, including conducting blameless postmortems to drive systemic improvements
- Engineering and improving deployment systems and CI/CD pipelines to increase release velocity while maintaining production stability
- Conducting deep dives into system performance, engaging in capacity planning, and performing production readiness reviews
- Developing and maintaining operational runbooks and incident response playbooks
- Participating in a periodic on-call rotation as an escalation point for critical service interruptions
- Our Tech Stack:
- Infrastructure: AWS, Kubernetes (AWS EKS), Linkerd, EFK
- Persistence: Amazon Aurora Serverless for Postgres, RabbitMQ
- Cache: Amazon ElastiCache for Valkey
- Monitoring & Observability: DataDog with a focus on dashboards and alerts for system health
- CI/CD: Github Actions, ArgoCD, Jenkins, Helm, with a focus on automation and pipeline optimization
- Infrastructure as Code: Terraform
- Additionally, our Engineering teams use:
- Backend: Python, Elixir, Node.js, and Ruby
- Frontend: Javascript and React.js
- Native mobile SDKs: Java and Swift
Our take
Relationships between credit unions and their members are essential in aiding the process of securing new customers, solving transaction disputes, and maintaining accounts. However, legacy computer systems and outdated communication channels, such as automated phone services, are preventing this.
Glia provides an integrated customer support platform for financial services that provides communication channels in the form of video banking, instant messaging, and voice chat. AI-assisted virtual assistants are also provided as part of the plan, providing prompts and suggestions to support staff based on the on-screen scenario.
The startup reached unicorn status in 2022 with a valuation of $1 billion, and more than 250 banks, credit unions, insurance companies, and other financial services businesses currently use its tools. Its funding is being channelled into research and development to build more tools leveraging artificial intelligence - including an AI platform for financial institutions - and analytics solutions.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 6 rounds)
Mar 2022
$45m
SERIES D
Jan 2021
$78m
SERIES C
Total funding: $152m
Company benefits
- Gym & wellness support
- High-Growth Environment
- Lots of Office Snacks
- Great Healthcare and Vision
- Amazing Community
Company HQ
Flatiron District, New York, NY
Leadership
Justin DiPietro
(Co-Founder & CSO)Previously a strategy consultant at Accenture for 2 years.
Daniel Michaeli
(Co-Founder & CEO)Previously a Consultant at Accenture. Currently hosts CX Show, a talk radio show about customer experience.
Carlos Paniagua
(Co-Founder & CTO)Worked in various software development roles before spending 2 years as a cloud computing researcher at Tartu University in Estonia whilst completing an MSc.
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