Title: Site Reliability Engineer – Product Support Analyst

Location: Irvine, CA (Hybrid)

Note: This is a W2 contract position – C2C, 1099, & 3rd party candidates WILL NOT be considered

The Site Reliability Engineer – Product Support Analyst will design, deploy and configure various customer-facing infrastructures, application, and services. They are responsible for ensuring the reliability and high-quality performance of leading Front of House platforms, specifically the electronic Prep system (Prep E). This role directly impacts the business by empowering our software development teams to deploy Agile enhancements to this cutting edge platform via monitoring and alerting around system health and defect leakage, while enriching the documentation and troubleshooting processes used to support the platforms at the restaurant level. With this position, you’ll have the opportunity to work with industry-leading tools such as DataDog, Amazon Lambda, Retool, and Grafana. The Product Support Analyst will report to the Sr. Infrastructure Engineer.

The Day-to-Day:

· Lead Front of House platform support, specifically for the electronic Prep system (Prep E), ensuring consistent, high-quality service and system reliability

· Support the enhancement of our monitoring and alerting solutions (DataDog, Grafana, AWS Lambda)

· Take a proactive, hands-on approach to technical troubleshooting, diving deep into issues to identify root causes and implementing technical improvements.

· Enrich the knowledge base and troubleshooting processes used to support the systems at the restaurants

· Build tools and automation solutions that streamline support processes, reduce manual effort, and improve system reliability

Additionally, the Product Support Analyst will:

· Design and manage Cloud infrastructure and services that meet enterprise grade SLA standards

· Resolve customer escalations and help prevent reiteration of those incidents by creating processes, procedures, and automations

· Monitor, diagnose, and resolve urgent production issues during period potentially off normal business hours

· Create and deploy scalable monitoring systems for massively growing global infrastructure

· Write, augment, and maintain production documentations

· Learn routine assignments of limited scope and complexity

· Follow practices and procedures to solve standard or routine problems

· Receive general instructions on routine work and detailed guidance from more senior members on all new tasks; work is typically reviewed in detail at frequent intervals for accuracy

Position Qualifications:

· At least 1-3 years' experience in the areas of Observability, Software Engineering, Automation, DevOps, or the SRE space

· Strong communication, presentation, and problem-solving skills, with a proven ability to translate business requirements into technical solutions; skilled storyteller who can engage stakeholders at all levels

· Some familiarity with software development, including SDLC and CI/CD principles, basic understanding of object oriented programming and scripting language, and Infrastructure as Code

· Ability to build stable internal working relationships, and communicate and seek guidance/feedback regularly from more senior members of the team while primarily interacting with supervisors, project leads, mentors, or other professionals in the same discipline

· Ability to explain facts, policies, and practices related to discipline

· Strong conceptual knowledge of theories, principles, and practices within discipline and industry

· A minimum of a Bachelor's Degree in Information Technology, Business, or other related field

Note: This is a W2 contract position – C2C, 1099, & 3rd party candidates WILL NOT be considered

INDMW

Pay: From $30.00 per hour

Work Location: Hybrid remote in Irvine, CA 92618