Senior Site Reliability Engineer – Team Lead

This is a fully remote position, open to applicants in Chile.

📋 Description

• Supervise a Cloud/SRE support team to ensure dependable operations, efficient processes, and effective collaboration across global and cross-functional teams.

• Direct our Cloud/SRE Support team, offering mentorship, prioritization, and oversight.

• Enhance team performance by guaranteeing high-quality support, adherence to SLAs, and ongoing improvements.

• Collaborate with teams based in India and other cross-functional areas to ensure alignment and 24/7 coverage.

• Convert complex challenges into actionable strategies and scalable solutions.

• Develop and refine support processes and operational frameworks.

• Identify operational gaps and risks, fostering improvements and team engagement.

• Work alongside cross-functional teams to establish priorities and communicate updates, risks, and solutions.

• Manage execution across MDM operations, access management, monitoring, incidents, and root cause analysis (RCA).

• Ensure clear documentation, runbooks, and escalation protocols are maintained.

• Advocate for best practices in reliability and customer-centric support.

⛳️ Requirements

• Upper-Intermediate level of English proficiency.

• Over 5 years of experience in cloud operations, platform support, or IT operations.

• More than 2 years of experience leading technical support or SRE teams.

• A robust operational support mindset (incident management, user requests, escalation procedures).

• Comprehensive understanding of cloud technologies, as well as monitoring and observability tools.

• Familiarity with incident management best practices and access management concepts.

• Capacity to deconstruct complex problems into systematic and actionable plans.

• Strategic mindset to assess options, evaluate trade-offs, and design effective processes.

• Experience in collaborating with global teams across multiple time zones.

• Proficient communication skills with both technical and non-technical stakeholders.

• Preferred: Experience leading MDM support teams (Esper, MobileIron, Workspace ONE).

• Knowledge of cloud platforms (Azure, GCP, AWS).

• Basic understanding of CI/CD pipelines, Docker, and Kubernetes.

• Experience with onshore/offshore teams, particularly in the U.S. and India.

• Familiarity with 24/7 or follow-the-sun operational models.

• Strong analytical and documentation abilities (process mapping, root cause analysis).

🏝️ Benefits

• Enjoy 30 paid days off each year to use as you wish—whether for vacations, holidays, or personal time.

• Receive 5 paid sick days.

• Access up to 60 days of medical leave.

• Benefit from up to 6 paid days off per year for significant family occasions such as weddings, funerals, or the birth of a child.

• Health insurance partially covered after the probation period.

• Wellness bonus available for gym memberships, sports nutrition, and similar needs after 6 months.

• Salary paid in U.S. dollars along with coverage for all approved overtime.

• Participate in English lessons and Dev.Pro University programs.

• Engage in enjoyable online activities and team-building events.