Site Reliability Engineer (Remote)
In this role you'll be responsible for infrastructural decisions, software upgrades, answering our customers’ questions and influencing product and documentation improvements that directly translate to a better developer experience. If you want to work on a growing team with the opportunity to stretch and impact the product, this role is for you! We’re a language-agnostic company. Our stack uses a combination of different languages, and we’ll train you as long as you’re willing to learn.
Essential Duties and Responsibilities
- Manage our server fleet using linux bash and to understand problems and troubleshoot steps for our customers
- Engage with product and engineering teams and provide data (qualitative and quantitative) to drive product improvements.
- Own the engagement with customers to resolve technical issues that are not covered by documentation or 1st tier support.
- Create processes, tools, communication channels, and communities enabling Customer Support Desk platform to scale.
- Become the technical support expert for our Customer Support Desk platform.
Minimum Qualifications
- 1-3 years experience writing technical and non-technical documentation for both developers and customers
- We’re looking for someone who’s highly customer-oriented
- You are a patient communicator who loves to teach, unblock others, and see them succeed
- Good written communication skills with a clear, conversational, and friendly writing style
- Prior experience as a Software Developer or experience building and debugging interacting applications.
- Critical thinking skills and excitement toward growing our support engineer organization.
- Ideally, a background in some of the languages we frequently interact with: Ruby, Javascript, Crystal, Node, Ansible, Bash (please apply if you have experience in at least 1)
Mission
To quantifiably increase our revenue over 1 year by shipping code into our microservice architecture in production to deliver customer-facing features for our 580+ paying subscribers based in North America.
Outcomes
- Reduce preventable issues by 25% by using Bash Shell and manning the Crisp customer support desk by end of month 1
- Write documentation for both technical & non-technical people to follow
- Design and roll out at least 1 project alongside company stakeholders that drives top-line revenue for the company by at least 16% by month 3
- Follow Basecamp’s Shape Up process for planning new projects
- Work alongside design & marketing departments
- Develop clear understanding of microservices, asynchronous workers, and software design patterns
- Write production-ready code with battle-hardened tests deployed into production every 6 weeks
Bonus Points
- Implement observability solution(s) across a bare-metal server fleet using Netdata to to keep anomaly detection speed within 1 minute
- Implement access control solutions using Teleport Access Plane to minimize security-related server outages
- Convert Ansible Playbooks into Shell commands to be executed by Brooce to reduce command execution time on our bare-metal fleet by 80%
Perks and Benefits
About Hostari Philippines, Inc.
Hostari’s mission is to reinvent the configuration system of the everyday gamer to provide them with a customized entertainment experience just the way they like it. We do this by taking a new approach to configuring game servers and delivering software-as-a-service that outdates legacy technology, is quick to implement, and is designed for the end-user.
We aren’t an agency. There is no pitching to stakeholders outside of our company. We build software that is truly ours for customers in North America. We ship quickly, and you will see firsthand how your work directly affects our customers.
We aren’t a BPO. There is no script that you read or a manual that you need to go through. Every team member at Hostari is expected to think critically about our current business context to drive the product further everyday.
More than 580 customers use Hostari’s game server configuration platform to enable a hassle-free, no-nonsense gaming experience. We raised $200K on a $3.5MM valuation from Filipino investors, and right now we’re scaling the number of games that we host, perfecting our configuration platform, and exploring upmarket SaaS solutions. It’s a great time to join!