Senior Site Reliability Engineer

Job description

LivePerson (NASDAQ:LPSN) is a leading customer engagement company, creating digital experiences powered by Curiously Human AI. Every person is unique, and our technology makes it possible for companies, including leading brands like HSBC, Orange, and GM Financial, to treat their audiences that way at scale. Nearly a billion conversational interactions are powered by our Conversational Cloud each month. You'll be successful at LivePerson if you are excited to build something from the ground up. You excel by finding daily opportunities to grow at the same pace as the technology we're building, and you build partnerships that improve our business. Likewise, you're someone who sees feedback as a chance to learn and grow and believes decisions powered by data are the norm. You care about the wellbeing of others and yourself. **Overview:** LivePerson transforms customer care from voice calls to mobile messaging. Our cloud-based software platform, LiveEngage, allows brands with millions of customers and tens of thousands of care agents to deliver digital experiences at scale. As the market leader in real-time intelligent customer engagement, we are a B2B SaaS company with 20 years of experience and the heart of a startup. We work day in and day out to help our customers live out our mission of creating lasting, meaningful connections with their customers. The Cloud SRE team at LivePerson is looking for a **Senior Site Reliability Engineer (SRE)** to help design, build, and operate highly reliable, scalable, and secure cloud infrastructure and services. The ideal candidate is an experienced engineer who takes ownership, thrives on solving complex technical problems, and is passionate about automation, reliability, and operational excellence. You will work closely with engineering, platform, security, and product teams to improve the reliability and scalability of our systems while continuously reducing operational toil. As a Senior SRE, you will have the opportunity to influence technical direction, drive engineering best practices, mentor other engineers, and take ownership of critical infrastructure and production services. You will work on challenging problems across cloud infrastructure, Kubernetes, automation, observability, networking, security, and distributed systems. We will provide you with an environment where you can make a meaningful impact, collaborate with talented engineers, and solve complex technical challenges at scale. **Role and Responsibilities:** - Design, build, and maintain highly available, scalable, secure, and resilient infrastructure and services across cloud and hybrid environments, with a strong focus on Google Cloud Platform (GCP). - Develop and maintain automation and infrastructure-as-code solutions using Python, Terraform, Ansible, Bash, and other modern DevOps/SRE tools. - Design, deploy, and operate Kubernetes-based platforms and workloads, including troubleshooting complex issues across clusters and production environments. - Design, implement, and maintain GitOps-based deployment workflows using Kubernetes, Helm, and FluxCD. - Design, develop, and maintain CI/CD pipelines using GitLab CI/CD to automate application and infrastructure delivery. - Establish and improve observability practices using metrics, logs, traces, dashboards, and alerting to ensure systems are reliable and actionable from an operational perspective. - Define, implement, and continuously improve Service Level Objectives (SLOs), Service Level Indicators (SLIs), and reliability metrics for critical services. - Participate in and lead incident response, troubleshooting complex production issues, identifying root causes, and driving corrective and preventative actions. - Drive automation and operational improvements that reduce manual work, eliminate repetitive tasks, and minimize operational toil. - Partner closely with software engineering, security, networking, and other infrastructure teams to design reliable and secure solutions throughout the software development lifecycle. - Perform capacity planning, performance analysis, and reliability assessments to ensure systems can scale with business and customer needs. - Contribute to architecture and technical design decisions, challenging existing solutions and identifying opportunities to improve scalability, reliability, security, and operational efficiency. - Establish and promote engineering standards, best practices, and operational processes across the organization. - Mentor and support other engineers, sharing knowledge and helping raise the technical and operational maturity of the team. - Participate in an on-call rotation and provide support for critical production services when required. **Requirements:** - Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience. - 5+ years of experience in Site Reliability Engineering, DevOps, Cloud Infrastructure, Systems Engineering, or a related field. - Strong programming and scripting experience with Python, Bash, or similar languages, with a focus on automation and operational tooling. - Strong hands-on experience with Google Cloud Platform (GCP) and cloud infrastructure concepts, including networking, IAM, compute, storage, and managed services. - Extensive experience with Kubernetes and containerization technologies such as Docker. - Strong experience with Infrastructure as Code, particularly Terraform, and configuration management and automation tools such as Ansible. - Hands-on experience with GitOps practices and Kubernetes deployment technologies such as Helm and FluxCD. - Strong experience designing, implementing, and maintaining CI/CD pipelines using GitLab CI/CD. - Solid understanding of Linux systems administration, networking, DNS, TLS/SSL, authentication, and security fundamentals. - Hands-on experience with monitoring and observability platforms such as Prometheus, Grafana, Alertmanager, or equivalent technologies. - Experience designing and operating highly available and distributed systems in production environments. - Strong troubleshooting and problem-solving skills, with the ability to diagnose complex issues across multiple layers of a technology stack. - Experience participating in production incident management, root cause analysis, and post-incident reviews. - Excellent communication and collaboration skills, with the ability to work effectively across engineering and organizational boundaries. - Demonstrated ability to take ownership, work independently, and drive initiatives from conception through implementation. - Experience mentoring engineers and influencing technical decisions across teams. **Nice to Have:** - Experience operating large-scale B2B SaaS or distributed production environments. - Experience with service meshes such as Istio. - Experience with secrets management and security platforms such as HashiCorp Vault. - Experience with networking, load balancing, DNS, TLS/SSL certificates, and enterprise infrastructure. - Experience with hybrid cloud or on-premises infrastructure environments. - Experience developing internal platforms, automation, and self-service tooling for engineering teams. **Benefits:** - Health: medical, dental, and vision - Development: Native AI learning ### **Why you'll love working here:** Your entrepreneurial spirit will be supported. We love team members who chase down their big ideas, become experts, help colleagues, and own their work. These four company values guide our continued, holistic growth as individuals, as teams, and as a global organization. And to further make our point, let's just say we're very proud to be on Fast Company's list of Most Innovative Companies and Newsweek's list of most-loved workplaces. ### **Belonging at LivePerson:** *At LivePerson, people from diverse backgrounds come together to make an impact and be their authentic selves. One way we share and connect is through our employee resource groups such as: Live In Color, LP Proud, and Women In Tech. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.* *We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require a reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.*