Site Reliability Engineer (SRE)

**ABOUT APPLY** APPLY is the Agentic Customer Experience (ACx) partner for the world's most ambitious consumer and entertainment brands. We bring together deep domain expertise across Retail, CPG, Sports, and Media with AI-native delivery capability, designing and delivering agentic solutions that turn CX vision into commercial reality. We are the partner of choice for brands like Arc'teryx, NFL, Lululemon, and Kraft Heinz. For more information, visit [](http://applydigital.com). **LOCATION:** *APPLY is hybrid/remote-friendly. The preferred candidate should be based in* ***Latin America****, preferably working in hours that align to **PT (Pacific Timezone) or*** ***ET (Eastern Timezone)****. Candidates located in Santiago, Chile are able to work out of our Santiago office as remote/hybrid employees. Candidates located outside of Santiago, Chile will be fully remote employees.* **THE ROLE:** Apply Digital is looking for an SRE Engineer to join our globally distributed team. This is a hybrid SRE/Service Desk role designed for someone who is passionate about reliability engineering and comfortable supporting day-to-day operational needs across multiple UK e-commerce clients. You will be a key contributor in maintaining the health and performance of client platforms, responding to incidents, and continuously improving observability and operational processes. While your primary focus is SRE, you will collaborate closely with the Service Desk team to support triaging, escalation, and resolution workflows. This role is ideal for someone with 2–3 years of experience who thrives in a fast-paced, multi-client environment, values clear documentation, and is comfortable working with a high degree of autonomy during their shift. ### WHAT YOU’LL DO - Monitor platform health across multiple client environments using tools like Grafana and Prometheus, or other monitoring tools - Respond to and triage incidents, following established runbooks and escalation paths - Participate in post-incident reviews and contribute to postmortem documentation - Support the Service Desk team with technical triaging, incident classification, and resolution - Maintain and improve observability dashboards, alerts, and SLI, and SLO tracking - Write and maintain runbooks, operational documentation, and knowledge base articles - Identify recurring issues and propose automation or process improvements to reduce toil - Participate in on-call rotation covering weekends (alternating schedule — one weekend on, one weekend off) - Collaborate with the EMEA team during shift overlap to ensure smooth handoffs and continuity - Support root cause analysis and contribute to continuous improvement initiatives ### WHAT WE’RE LOOKING FOR: - **Strong proficiency in English** (written and verbal communication) is required - 2–3 years of experience in SRE, platform operations, or a technical Service Desk role - Experience with monitoring and observability tools such as Grafana, Prometheus, or equivalent - Solid understanding of incident management processes (triaging, escalation, postmortems) - Experience supporting e-commerce platforms - Scripting skills in shell and/or Python for automation and operational tasks - Familiarity with containerization concepts (Docker, Kubernetes) at an operational level - Experience working in Agile environments and using ticketing tools (e.g. Jira) - Comfort working independently during early-morning shifts with minimal supervision - Strong documentation habits and attention to detail - Experience with Agile processes, testing, and code review - Strong experience with **scripting** - shell, Python, etc. - Excellent customer service attitude, communication skills (written and verbal), and interpersonal skills - Excellent analytical and problem-solving skills - Ability to communicate effectively with technical and non-technical stakeholders. You should feel comfortable explaining technical concepts in simple terms - Experience working in fast-paced, **Agile environments**, balancing priorities across multiple projects **NICE TO HAVE:** - Experience with Google Cloud Platform (GCP) or other major cloud providers (AWS, Azure) - Familiarity with CI/CD pipelines (GitHub Actions, GitLab CI) - Basic experience with Infrastructure as Code tools such as Terraform - Basic knowledge of AIOps concepts and their application in operational workflows - SRE or cloud certifications (Google Cloud, AWS, Kubernetes)