SRE & Support Engineer for AI SaaS Platform

Relha LLC; San Jose (CA); Hybrid; USD 150,000 - 225,000; Full time

Benefits offered by this job

Annual bonus

Stock options

Benefits

Job summary

F5 seeks a Technical Support Engineer with a growing SRE focus to support a public SaaS AI Security platform. This hybrid role emphasizes hands-on troubleshooting, automation, and delivering an exceptional customer experience in a fast-paced environment.

The role involves proactive monitoring, incident response, and collaboration with engineering to scale AI inference workloads with reliability at the center of operations.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent practical experience).
• 1–3+ years in technical support, systems administration, or similar role.
• Strong understanding of SaaS environments and cloud-based architectures (AWS preferred).
• Proficiency in at least one scripting language (e.g., Python).
• Solid understanding of web technologies (HTTP, REST APIs, JSON).
• Experience with ticketing systems.
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication skills.
• Ability to work independently and in a team.
• Willingness to learn new technologies.

Responsibilities

• Proactive monitoring and uptime assurance for SaaS platform.
• 24/7 operational model support for high availability and performance.
• Serve as primary contact for technical customer inquiries and issues.
• Collaborate with customers to understand requirements and troubleshoot.
• Triaging, elevating, and owning incidents through resolution.
• Analyze metrics, logs, and incident reports for actionable insights.
• Identify recurring patterns and automation opportunities.
• Partner cross-functionally to improve platform reliability and performance.
• Design and implement automation to streamline incident response and reliability.

Skills

SaaS environments

Python

HTTP/REST/JSON

Ticketing systems

Problem-solving

Communication

Independent + teamwork

Willingness to learn

Education

Bachelor’s degree in Computer Science/IT

Tools

Prometheus

Grafana

Terraform

Kubernetes

PostgreSQL

Linux

Job description

F5 seeks a Technical Support Engineer with a growing SRE focus to support a public SaaS AI Security platform. This hybrid role emphasizes hands-on troubleshooting, automation, and delivering an exceptional customer experience in a fast-paced environment.

The role involves proactive monitoring, incident response, and collaboration with engineering to scale AI inference workloads with reliability at the center of operations.