Ushur is transforming the way enterprises communicate and engage with customers. Fueled by consumer’s self-service demands, enterprises are modernizing customer engagement and experience models. Ushur is fast becoming the platform of choice for Customer Experience Automation™, enabling these enterprises to leapfrog their digital native counterparts and deliver delightful customer and employee experiences. With cutting-edge Conversational AI, Machine Learning and Intelligent Process Automation technologies, Ushur has enabled Fortune 100 enterprises including some of the world’s most well known brands in healthcare, insurance, banking and financial services sectors to automate their customer engagement. Cloud-native, 100% no-code and purely workflow-driven, Ushur empowers citizen developers within business operations teams to build AI-powered, fully-automated and omni-channel experience to digitally transform customer journeys end-to-end.

The Role:

Site Reliability Engineers at Ushur perform a unique blend of customer support engineering, solution engineering, and operational engineering. You will work on our largest customers’ most complex problems and craft intuitive, elegant solutions. You’ll also proactively work with our engineering team to plan and build improvements to our systems to make them more reliable, resilient and scalable. This is a dynamic position that evolves to meet the ever changing demands of our customers and our business.

Responsibilities

• Collaborating with customer success managers and solutions engineers to bring deep technical expertise in implementing intelligent automation solutions for customers
• Providing customers and solution engineers with ongoing technical support for complex issues and support escalations
• Optimizing and automating support processes including improving reliability of on-call processes, managing incidents, updating runbooks and documentation, reviewing RCAs and recommending solutions to prevent the recurrence and severity of incidents
• Defining and implementing best practices to ensure reliability and automation throughout the software lifecycle with an emphasis on successfully deploying, monitoring, and reporting releases across the customer base.
• Developing software that improves the latency, availability and scalability of services in production.
• Collaborate with DevOps Engineering to ensure reliability, severity goals
• Creating service level indicators, objectives and monitoring
• Keeping track of product development, bugs using Asana and Jira and Stack Overflow
• Fostering a sense of automation in issue resolution; everything possible should be automated, and only when automation can't resolve an issue should people get involved in the resolution
• Identify opportunities for continuous improvement and product features
• Proactively work with DevOps and Engineering to plan and build stable and efficient CI/CD pipelines all the way through customer deployment of releases

Qualifications

• Minimum of 4 years of IT or related experience with 3 years in solution engineering and/or DevOps with a mid-to-large SaaS enterprise solutions company or similar experience
• Deep knowledge of Linux systems
• Experience with DevOps automation, CI/CD pipeline and agile methodologies
• Experience with Public Cloud technologies, preferably AWS
• Expertise in Observability and Monitoring of applications, services, and networks at scale
• 2+ Years coding in various languages; we normally prefer Python, Bash Scripting preferably
• MongoDB , MySQL DB database administration, troubleshooting, and performance tuning
• Networking skills, IP addressing and routing
• Team-first attitude and an uncompromising attention to detail
• Good collaboration and communication skills
• Ability to juggle multiple projects with complex tasks
• Passion for technology and for being a part of a fast-growing SaaS startup where we move quickly and wear many hats
• Flexible approach, able to operate effectively with uncertainty and change

Benefits

• Great Company Culture. We pride ourselves on having a values-based culture that is welcoming, intentional, and respectful.
• Bring your whole self to work. We are focused on building a diverse culture, with innovative ideas where you and your ideas are valued. We are a start-up and know that every person has a significant impact!
• Rest and Relaxation. 20 days of flexible leaves per year, Monthly Wellness Day (aka a day off to care for yourself) and more!
• Health Benefits. Preventive health checkups, Medical Insurance covering the dependents, wellness sessions, and health talks at the office
• Keep learning. One of our core values is Growth Mindset - we believe in lifelong learning. Certification courses are reimbursed. Ushur Community offers wide resources for our employees to learn and grow
• Flexible Work. In-office or hybrid working model, depending on position and location. We seek to create an environment for all our employees where they can thrive in both their profession and personal life

Why join us?

• We are passionate about Ushur, our product, and helping our employees grow and develop in their career in a caring, collaborative environment. We offer a very competitive compensation plan & stock options for the ideal candidates