Cloud Site Reliability Engineer, CX

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. So, what’s the role all about? The Site Reliability Engineer (SRE) is responsible for NiCE CXone’s observability tools. This position collaborates with different teams within the company to create and support observability solutions using open-source and enterprise monitoring tools. SREs will work with various monitoring tools located in NiCE CXone’s private cloud environments, AWS and other cloud providers. SREs also provide education to other teams on use of different monitoring tools. They may help define best practices and procedures for using observability tools and ensure that other engineers follow these standards. This position may develop detailed implementation/project plans for deployment of observability solutions. The SRE team leverages automation tools to deploy and manage observability tools. The SRE team actively seeks to learn and evaluate emerging technologies, collaborating with other business units within the company to implement changes that will improve our monitoring and alerting capabilities. This position requires a lot of curiosity, a proven ability to learn quickly and an aptitude for tackling unique problems that need creative solutions. A good candidate could have a few different combinations of technical experience; we have seen people succeed in this role with NOC, technical support, software development or system administration experience. Showcase your ability to troubleshoot and solve problems and learn new tech fast! We are looking for aptitude and potential, not someone who can tick every box. How will you make an impact? Administer open-source, custom built and enterprise observability tools Assist other teams with setting up alerts and notifications Support and troubleshoot observability tools to ensure they remain available to our internal customers Troubleshoot connections between monitoring agents and SaaS tools Configure monitoring agents and applications using JSON, yaml Troubleshoot issues with Windows and Linux observability agents Collect data from APIs and observability endpoints Deploy observability agents and applications using automation tools Create automation to eliminate toil and repetitive tasks Assist with the enablement and collection of metrics, logs and traces Create dashboards in several different observability tools to effectively visualize our data Collaborate with other teams to engineer solutions that solve their observability problems Train other teams on using observability tools Evaluate and document custom monitoring tools built by other engineers Other duties as assigned Have you got what it takes? Associate degree in Computer Sciences, Information Technology, Information Services, or equivalent work experience Experience working for a SaaS company, with a good understanding of the complexity associated with building in a hybrid cloud environment Great troubleshooting skills, seriously, can you track down a problem to its root cause by paying attention to small details in long error messages? Experience with any combination of open-source and enterprise observability tools (Prometheus & Grafana, Datadog, Dynatrace, New Relic, Splunk, Elastic) Experience with scripting or writing code, this role does require reviewing and occasionally adding to internally developed monitoring tools (Bash, PowerShell, Python, C#, GoLang) Comfortable diving unto JSON, yaml and other configuration formats Experience in one of the following: Ansible, Rundeck, Salt, Terraform, Chef, Puppet Experience troubleshooting network related issues Experience working with and troubleshooting REST APIs Experience with Windows or Linux administration Great communication skills, we collaborate with other team