Senior Site Reliability Engineer I

Invoca is the leading AI-powered conversation intelligence platform that enables marketing, sales, customer experience, and contact center teams to understand and act on the information within every customer interaction. By revealing the intent behind every phone call, text, and chat, Invoca drives better customer experiences, increases revenue, and improves operational efficiency. We are a dynamic, fast-growing company with a collaborative culture and a passion for innovation.

Are you passionate about building resilient, scalable, and highly available systems that form the backbone of an industry-leading SaaS platform? At Invoca, our Site Reliability Engineering (SRE) group is the bedrock of our mission, ensuring our B2B customers have a seamless, secure, and lightning-fast experience. We are looking for a collaborative and innovative SRE to help us tackle complex challenges in cloud infrastructure, real-time data processing, and enterprise-grade security.

Our SRE group operates on a dual-pronged mission to ensure production excellence. We believe in empowering our software teams while maintaining a rock-solid core infrastructure.

• SRE Consulting: This team partners directly with software development teams, acting as expert consultants to help them build long-term solutions. They focus on shifting reliability left, giving developers the tools and confidence to own their infrastructure needs from the start.
• SRE Core: This team takes ownership of our foundational services, providing Invoca with a reliable and innovative platform. They are the experts who advance our core infrastructure, ensuring it can meet the demands of today and the challenges of tomorrow.

Together, we are responsible for the uptime, performance, cost, and observability of the entire Invoca platform—from real-time call routing and audio processing to our numerous APIs and data stores. If you thrive on solving large-scale problems and want your work to have a direct impact on customer success, you'll find a home here. 

This role reports to the Director of SRE.

How You'll Make an Impact:

• Architect for Scale and Security: You will be a key player in supporting the cloud infrastructure and security of our SaaS applications, ensuring they are robust and scalable within a continuous deployment environment.
• Champion Engineering Excellence: You'll influence the modern Software Development Life Cycle (SDLC), incorporating best practices for scalability, testability, observability, and security into every stage of design and development.
• Lead Complex Problem-Solving: You will guide teams through systematic problem identification, evaluation, and implementation, using your exceptional communication skills to drive solutions forward.
• Drive Technical Initiatives: You'll take ownership for team outcomes, maintain critical features in production, and help drive prioritization with a customer-focused mindset.
• Mentor and Elevate the Team: You will have the opportunity to mentor other engineers, sharing your knowledge and helping to build an even stronger team.
• Ensure System Reliability: Maintain highly available infrastructure by participating in a blame-aware, sustainable on-call rotation that focuses on incident response, long-term operational issue remediation, and continuous improvement through Learning From Incidents.

We are looking for a candidate who is excited to learn and grow with us. Your experience is important, but your collaborative spirit, problem-solving skills, and passion for technology are what will make you successful.

• Professional Experience: You have 4+ years of experience in an SRE, DevOps, Systems Administration, or related Software Engineering role.
• Leadership and Initiative: You’ve led technical initiatives and know how to remove roadblocks on complex tasks. You are accountable for your deliverables and proactively build your knowledge to improve solutions.
• Collaborative Mindset: You excel at working within a team, helping to manage priorities, and negotiating solutions based on value and constraints. You have an interest and ability in mentoring other engineers.
• Compliance Knowledge: You have experience maintaining compliance in at least one framework, such as PCI, SOC2, or ISO27001.  Experience working with security teams and/or a DeSecOps culture.
• Technical Expertise: You have demonstrable experience with many of the following technologies or highly similar alternatives:
• Cloud Computing: Deep experience with cloud-native computing and networking, particularly in AWS or GCP.
• Infrastructure as Code: Strong skills with tools like Terraform and Chef.
• Containerization: Proficiency with Docker and Kubernetes.
• Operating Systems: A solid foundation in Linux (we use Debian).
• Programming: Fluency in a relevant language such as Ruby or Go.
• Configuration Management: Experience with tools like Chef.
• Databases: Knowledge of database management, particularly with MySQL.
• Observability: Hands-on experience with tooling like Prometheus, Grafana, Thanos, and the ELK Stack.
• Event-Driven Systems: Familiarity with technologies like Kafka and Consul.
• Telephony (Bonus): Exposure to SIP, FreeSWITCH, or Kamailio is a plus.

This role is remote and open to candidates located in the United States and Canada only. Please note that we are unable to provide visa sponsorship for this position.

At Invoca, all new hires in the U.S. receive benefits starting on day one of employment. Our benefits offerings include:

Please note that benefits for teammates outside the U.S. may vary in accordance with their country’s laws and regulations.

• • Flexible Time Off – We encourage a healthy work-life balance. Our flexible paid time off policy allows you to recharge and take time away as needed.
  • Paid Holidays – Invoca provides 16 U.S. paid holidays, including a winter break, giving you ample opportunity to refresh and spend time with friends and family.
  • Health Benefits – Our healthcare program includes medical, dental, and vision coverage, with multiple plan options so you can choose what works best for you and your family. Fertility assistance is also included.
  • Retirement – Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
  • Stock Options – All employees are invited to share in Invoca’s success through stock options.
  • Mental Health Program– Well-being support on a broad range of issues is available through our SpringHealth program.
  • Paid Family Leave – Up to 6 weeks of 100% paid leave is provided for baby bonding, adoption, and caring for family members.
  • Paid Medical Leave – Up to 12 weeks of 100% paid leave is provided for childbirth and medical needs.
  • InVacation – As a thank-you to our long-term team members, we offer a bonus after 7 years of service.
  • Wellness Subsidy – We provide a subsidy that can be applied toward gym memberships, fitness classes, and more.
  • Position Base Range - $$127,000.00 - $191,000.00/year, plus bonus potential

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

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