Site Reliability Engineer – SRE

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

📋 Description

• Oversee the health, availability, and performance of Rocket.net servers, services, and customer environments.

• Proactively detect infrastructure problems, performance declines, and potential service interruptions.

• Examine alerts and operational events to ensure platform stability.

• Conduct regular platform health assessments and verify that critical systems are functioning properly.

• Take part in incident response and manage troubleshooting during events affecting customers.

• Convey platform issues, updates, and solutions to appropriate internal teams.

• Offer advanced technical support for VIP clients and those with intricate hosting-related challenges.

• Serve as a senior escalation point for WordPress Support Engineers when deeper technical investigation is needed.

• Diagnose complex issues related to servers, websites, networking, DNS, performance, caching, and hosting infrastructure.

• Assist customers with advanced technical issues that surpass standard WordPress troubleshooting.

• Investigate and resolve problems concerning server resources, application performance, connectivity, and platform behavior.

• Collaborate directly with customers when necessary to provide expert-level technical support.

• Ensure that escalated customer issues are addressed with urgency, ownership, and effective communication.

• Troubleshoot and maintain Linux-based production environments.

• Investigate issues pertaining to NGINX, Apache, PHP-FPM, MySQL/MariaDB, Redis, and other platform services.

• Assist with server maintenance, configuration modifications, and operational enhancements.

• Support security updates, system hardening, and infrastructure best practices.

• Monitor resource utilization and pinpoint capacity or performance issues.

• Contribute to improving monitoring, automation, and operational workflows.

• Collaborate closely with WordPress Support Engineers, Shift Leads, Site Reliability Engineers, and Engineering teams.

• Provide technical guidance and share knowledge with Support teams.

• Aid in creating internal documentation, troubleshooting guides, and knowledge base articles.

• Identify recurring issues and propose improvements to minimize future incidents.

• Engage in incident reviews and root cause analysis.

⛳️ Requirements

• Over 3 years of experience in SRE, DevOps, Platform Engineering, or related roles.

• Extensive experience troubleshooting Linux production environments.

• Background in supporting customer-facing technical environments.

• Strong grasp of web hosting technologies such as NGINX, Apache, PHP-FPM, MySQL/MariaDB, and Redis.

• Advanced troubleshooting capabilities across WordPress, servers, DNS, networking, and performance issues.

• Proficient in using the Linux command line (SSH).

• Solid understanding of DNS, HTTP/HTTPS, SSL/TLS, CDN, and caching technologies.

• Familiarity with Cloudflare, WAF, and web performance optimization.

• Experience with monitoring tools and incident response protocols.

• Ability to independently troubleshoot complex issues and clearly articulate technical solutions.

• Exceptional written and verbal communication skills in English.

• Capacity to work effectively under pressure during incidents that impact customers.

🏝️ Benefits

• Opportunity to work from anywhere in the world.

• Flexible vacation policy.

• Paid education opportunities.