Customer-Facing SRE & Reliability Engineer

ThoughtSpot

Mountain View (CA)

Hybrid

USD 150,000 - 200,000

Full time

14 days+

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Benefits offered by this job

Competitive salary

Career growth

Collaborative environment

In-office at ThoughtSpot

Job summary

ThoughtSpot is seeking an experienced SRE-focused customer-facing engineer to own reliability of our SaaS platform. You will troubleshoot Linux systems, manage cloud and virtualization, and use tools like Grafana, Prometheus, Datadog, and Splunk to monitor and improve system health.

The role blends technical investigation with customer communications and on-call incident leadership. You will collaborate with Engineering to implement automation and AI-driven observability, while ensuring high

Qualifications

B.S. in Computer Science or equivalent relevant experience.
Proven experience troubleshooting complex Linux systems and managing virtualization and cloud platforms (VMware, AWS, Azure, GCP).
Hands-on experience with monitoring tools such as Grafana, Prometheus, Datadog, or Splunk.
Demonstrated experience and a keen interest in leveraging AI/ML principles to address SRE challenges — including AIOps, predictive maintenance, and intelligent automation.
Prior experience in enterprise customer support, including on-call rotations and incident management, with the ability to lead root cause analyses.
Strong problem-solving and algorithmic thinking with a solid understanding of system internals.
Excellent verbal and written communication skills with the ability to work independently and cross-functionally in fast-paced environments.
Familiarity with scripting and programming languages such as Python, Go, Bash, or Java.
Exposure to infrastructure and service monitoring frameworks with the ability to analyze data to ensure high availability.

Responsibilities

Act as the primary point of contact for customer-facing technical issues related to ThoughtSpot SaaS platform.
Understand and empathize with user challenges, offering tailored solutions.
Provide timely updates and drive issues to resolution via tickets and calls.
Translate complex issues into updates for technical and non-technical stakeholders.
Create and maintain knowledge-base articles to empower self-service.
Maintain, monitor, and troubleshoot ThoughtSpot cloud infrastructure using Grafana, Prometheus, Datadog, and Splunk.
Monitor system health via metrics, logs, and dashboards to detect and prevent issues.
Apply AI/ML-driven solutions for observability and proactive alerting to improve reliability.
Implement NetOps and SecOps practices for cloud and on-prem deployments.
Develop automation and best practices to strengthen reliability and streamline operations.
Participate in on-call rotations, lead incident reviews, and perform root cause analyses to drive improvements.
Collaborate with Engineering to enhance debuggability, availability, and performance.
Be an expert in cloud and on-prem infrastructure with automation and best practices.