Senior Site Reliability Engineer

Senior Site Reliability Engineer

We're looking for a Senior Site Reliability Engineer to join our Site Reliability & Infrastructure Engineering team. We run entirely on the cloud, and this team owns the reliability and health of the applications running on top of it — designing the signals that tell us when something's wrong, and building the systems that keep ServiceTitan running better, faster, and cheaper as we scale.

We make a huge impact on thousands of companies in the U.S. and abroad by enabling them to be more efficient and effective at running their business. Our Site Reliability and Infrastructure Engineering team centralizes the concerns of measurement and guidance so every engineer can improve availability and efficiency in their own area of the ServiceTitan cloud. We have a cultural foundation built on diversity, inclusion, and innovation, and we want you and your ideas to thrive at ServiceTitan. Come join us.

What You'll Do

• Participate in an on-call rotation, using runbooks and playbooks to diagnose and resolve production issues (e.g., adjusting Horizontal Pod Autoscaler rules in response to load).
• Design, build, and maintain observability dashboards and alerting grounded in Service Level Indicators (SLIs) and Service Level Objectives (SLOs).
• Operate and improve our Kubernetes-based compute platform, which runs the large majority of our infrastructure.
• Work across cloud networking and infrastructure (Azure/AWS) to support reliable, scalable systems.
• Investigate and resolve production incidents, including root-cause analysis and follow-up remediation work.
• Build and operate AI agents and automation that take on manual, repetitive SRE work directly — not just tools that assist a human doing the work.
• Partner with product engineering teams to review architecture and infrastructure decisions before they ship.
• Write and maintain runbooks and documentation so on-call knowledge is shared across the team, not siloed with one person.
• Help define non-functional requirements — scalability, availability, performance — for new systems as they're designed.
• Collaborate across engineering teams to adopt best practices in reliability and observability.
• Contribute to CI/CD pipelines and help teams ship changes safely and quickly.

What You'll Bring

• Kubernetes (must-have): strong, hands-on understanding of Kubernetes as a system.

• AI-native SRE practice (must-have): hands-on, personal experience using AI tools and agents (e.g., Claude Code, GitHub Copilot Workspace, Cursor, or custom agents built on Claude/MCP servers) to diagnose, automate, and resolve infrastructure and reliability work.

  • Agentic depth: You've built or operated agents that autonomously monitor infrastructure and take action (e.g., an agent that watches system load and scales, remediates, or escalates without a human in the loop) — not just general AI coding assistance. You can speak concretely to how these agents are actually built and operated (MCP protocol, what a harness is, how to differentiate agent-design strategies rather than just naming tools), to context management (e.g., progressive-disclosure strategies for surfacing the right information without dumping everything into context), and to securing agent actions (scoping authorization, guardrails, what's available in the AI infra ecosystem to enforce it).

  • SRE application: That agentic work is pointed at infrastructure and reliability problems specifically — you use AI to move at a materially faster pace in the SRE domain, not as a general-purpose coding aid.

• SRE principles: practical experience with SLIs, SLOs, and error budgets — able to speak to how you've defined and monitored these on real systems, not just definitions.

• Cloud engineering & networking: solid grounding in AWS or Azure, including networking fundamentals (subnetting, IP addressing).

• Observability: deep experience with at least one modern observability stack (OpenTelemetry, Prometheus, Grafana, Datadog, or Elasticsearch) and the ability to translate that understanding across tools.

• CI/CD: strong understanding of a CI/CD system — GitHub Actions preferred, but TeamCity, Azure DevOps, or GitLab CI experience is acceptable.

• Programming: strong programming skills with the ability to build web applications — ideally with solid working knowledge of .NET and ASP.NET. We're also open to strong Python (Flask, FastAPI) or Java (Spring) backgrounds. The coding assessment will be tailored to whichever language/framework you're most comfortable in.

• Experience with distributed systems and their common failure modes (retries, timeouts, cascading failures).

• Strong production troubleshooting skills — comfortable diagnosing issues under pressure.

• 8-10+ years of relevant hands-on experience.

• Nice-to-have: database experience (not mandatory — databases are monitored by the same team, not owned individually).

About You

You're someone who enjoys being directly accountable for the reliability of a business-critical, large-scale enterprise system. You're comfortable guiding and making decisions with limited information, and capable of operating within the trade-offs between solving for immediate needs versus bigger-scale solutions. You feel rewarded by developing an operability culture in a quickly growing and changing environment, and you're comfortable owning a wide and diverse set of problem areas.

Be Human With Us: Being human isn't about checking every box on a list. It's about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us.

Use of AI Technology:

We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

What We Offer:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation, which may change over time. We comply with all applicable minimum wage laws. For candidates in the United States, the good faith salary ranges estimate for this role is Zone 1: $147,600 USD - $221,400 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA Zone 2: $137,900 USD - $206,900 USD Applicable for: All other US locations. International Compensation for candidates residing outside the United States will vary by location and will be discussed during the hiring process. Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In