Site Reliability Engineer

Department: Customer Experience / Engineering

Travel Requirement: Significant (Greater than 50%)

Customer Facing: Yes

About Userful

Userful is a global technology company delivering enterprise visualization and operational intelligence solutions for mission-critical and enterprise environments. Our platform helps organizations improve collaboration, operational visibility, monitoring, and decision-making across control rooms, operations centers, workplaces, and enterprise environments.

About the Position

Userful is seeking a highly skilled and customer-oriented Site Reliability Engineer to join our team. In this role, you will be the bridge between complex technical environments and our enterprise customers. You will leverage your strong networking, Enterprise Linux, and scripting skills to ensure high availability, troubleshoot intricate network setups, and guarantee smooth operations for our clients.

This position requires a confident communicator who is just as comfortable analyzing packet captures in Wireshark as they are presenting solutions to C-suite executives. If you love solving challenging technical problems and are excited about significant travel, to work hands-on with cutting-edge deployments, this role is for you.

Core Responsibilities

• Interface directly with clients - from end-users to IT administrators to C-suite executives - to provide technical guidance, status updates, and root cause analyses with confidence and professionalism.
• Diagnose and assist customers in resolving complex technical issues with networks, system infrastructure, and integrations. 
• Utilize diagnostic tools such as Wireshark to perform packet-level analysis and troubleshoot connectivity problems.
• Administer, maintain, deploy, and troubleshoot Enterprise Linux systems using command-line tools.
• Write and maintain scripts to facilitate corrective measures, gather system metrics, and deploy configurations.
• Design, build, and maintain custom internal tools, tracking systems, and processes to eliminate operational bottlenecks and boost effectiveness.
• Travel to customer sites (over 50% travel required) to oversee critical deployments, conduct system audits, and resolve high-priority escalations in person.

Required Qualifications & Skills

• Strong Networking Knowledge: Deep understanding of network fundamentals with the ability to troubleshoot and diagnose issues across enterprise networking environments. 
• Diagnostic Tools: Comfort and proficiency using standard network analysis tools like Wireshark, curl, nmap, dig/nslookup, and netstat.
• Enterprise Linux Expertise: Extensive experience navigating and managing Linux environments via the command line. Proficiency with tools such as SSH, DNF, glances, netstat, and others.
• Scripting/Programming: Practical programming knowledge, specifically for writing operational scripts. Python experience or similar is highly desirable.
• Communication & Personality: Exceptional interpersonal skills. Must be confident, articulate, and comfortable representing Userful to high-level stakeholders.
• Travel Flexibility: Willingness and ability to travel heavily (more than 50% of the time). Passport is required as travel may include Canada and Central/South America. 

Preferred Qualifications (Bonus)

• Audio Visual (AV) Knowledge: Familiarity with AV technologies, streaming protocols, or video distribution architectures.
• Hardware Expertise: Knowledge of computer and server hardware components, troubleshooting, and maintenance.

Compensation

The total compensation package for this position includes a competitive salary and company-subsidized health benefits. Employees are also eligible for four weeks of paid time off per calendar year, in addition to regional public holidays.