Site Reliability Engineer

As Fiber continues to scale across systems, Vendor partners, and our Fiber partner ecosystem, we need dedicated day-to-day technical operational support to help keep the platform stable and responsive to business needs.
This contractor will augment the Fiber Platform team by providing SRE-style production support coverage: monitoring platform health, triaging issues, documenting incidents, supporting root cause analysis, coordinating follow-up across IT, Vendor partners, Fiber partners, and internal teams, and helping resolve issues that impact customers, Sales, Care, and field teams during business hours.
What You'll Do
Platform Monitoring & Triage
• Monitor Fiber platform health, system availability, alerts, logs, and dashboards to identify issues quickly and support timely resolution.
• Provide day-to-day production support for Fiber platform issues, including initial triage, impact assessment, issue routing, and partner follow-up.
• Use logs, system data, dashboards, and operational signals to help identify root cause, quantify customer or order impact, and separate platform issues from partner or downstream system issues.
• Support real-time issue intake and feedback for Sales, field, Care, and Product teams when customer-facing or order-impacting problems arise during business hours.
Incident Management & Operational Support
• Document incidents, timelines, symptoms, owners, decisions, resolution steps, and follow-up actions in a clear and reusable format.
• Coordinate with IT, Vendor Partners, Fiber partners, QA, Product, and operations teams to drive issues toward resolution and ensure handoffs are clear.
• Maintain issue trackers, daily/weekly status updates, and operational reporting so the team has a reliable view of open risks, recurring issues, and resolution progress.
• Support post-incident reviews by identifying patterns, recurring points of failure, and opportunities to improve monitoring, support processes, or platform behavior.
Platform Operations Improvement
• Help maintain and improve operational documentation, support playbooks, escalation paths, and standard operating procedures for Fiber platform support.
• Identify gaps in telemetry, alerting, reporting, or runbooks and partner with the Fiber Platform SRE lead and technical teams to improve coverage.
• Assist with functional validation and production readiness activities for releases, break fixes, partner integrations, and new platform capabilities as needed.
• Help reduce single-thread risk by building enough platform knowledge to provide backup coverage and continuity when primary internal SRE support is unavailable.

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Required Skills & Experience
• 5+ years of experience in application support, production support, SRE, DevOps, systems analysis, or technical operations roles.
• Experience monitoring and troubleshooting complex production systems using logs, dashboards, alerts, queries, and issue-management tools.
• Experience with Splunk and Jira.
• Strong incident triage and root-cause analysis skills, with the ability to quickly assess impact, identify likely failure points, and coordinate the right teams.
• Experience working across business, Product, IT, vendor, and operations teams to resolve production issues where ownership or root cause may not be immediately clear.
• Strong written communication skills, including the ability to document incidents, summarize technical findings, and provide concise status updates to non-technical stakeholders.
• Comfort operating in a fast-moving environment where processes and documentation are still maturing, and the ability to bring structure without creating unnecessary overhead.


Nice to Have Skills & Experience
• Experience in broadband, telecom, digital commerce, customer care, order management, billing, provisioning, or partner-integrated platforms.
• Experience with ServiceNow, SQL, API troubleshooting, data validation, or similar operational support tools.
• Experience supporting vendor-managed platforms or coordinating issue resolution with external technology partners.
• Experience working with sales, field, or care support teams on live customer-impacting issues.


Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.