Description

We invite a Site Reliability Engineer based in Chile to lead our new SRE support team. In this role, you’ll guide a group of engineers providing MDM platform support, cloud and user access management, monitoring, incident response, and root‑cause analysis to ensure the smooth operation of a modern mobile point‑of‑sale platform. You’ll collaborate with global teams, shape support processes, and help deliver a seamless experience for merchants and their customers.

What’s in it for you

Ensure reliable end‑user operational support for a mobile POS platform used daily by businesses to securely accept and manage payments
Lead and shape a new Cloud/SRE team, defining its vision, processes, and long‑term operating model
Advance your skills in strategic planning, process design, execution oversight, and global team collaboration

Is that you

Upper‑Intermediate English level
5+ years in cloud operations, platform support, or IT operations
2+ years leading technical support or SRE teams
Strong operational support mindset (incident handling, user requests, escalation)
Solid understanding of cloud technologies, monitoring, and observability tools
Knowledge of incident management best practices and access management concepts
Ability to break down complex problems into structured, actionable plans
Strategic thinking to evaluate options, weigh trade‑offs, and design processes
Experience collaborating with global, multi‑time‑zone teams
Effective communication with technical and non‑technical stakeholders

Desirable

Experience leading MDM support teams (Esper, MobileIron, Workspace ONE)
Familiarity with cloud platforms (Azure, GCP, AWS)
Basic understanding of CI/CD pipelines, Docker, and Kubernetes
Experience with onshore/offshore teams, ideally in the U.S. and India
Experience in 24/7 or follow‑the‑sun operational models
Strong analytical and documentation skills (process mapping, root cause analysis)

Key responsibilities and your contribution

In this role, you’ll oversee a Cloud/SRE support team, ensuring reliable operations, effective processes, and strong collaboration across global and cross‑functional teams.

Lead our Cloud/SRE Support team, providing coaching, prioritization, and oversight
Drive team performance, ensuring high‑quality support, SLA compliance, and continuous improvement
Coordinate with India‑based and cross‑functional teams for alignment and 24/7 coverage
Translate complex issues into actionable plans and scalable solutions
Design and improve support processes and operational frameworks
Identify gaps and risks, improving operations and team engagement
Collaborate with cross‑functional teams to define priorities and communicate progress, risks, and solutions
Oversee execution across MDM operations, access management, monitoring, incidents, and RCA
Maintain clear documentation, runbooks, and escalation procedures
Promote best practices in reliability and customer‑focused support

Benefits

99.9% remote – you can work from anywhere in the world
30 paid days off per year to use however you like – vacations, holidays, or personal time
5 paid sick days, up to 60 days of medical leave, and up to 6 paid days off per year for major family events (weddings, funerals, birth of a child)
Partially covered health insurance after the probation, plus a wellness bonus for gym memberships, sports nutrition, and similar needs after 6 months
Payment in U.S. dollars and coverage of all approved overtime
English lessons and Dev.Pro University programs, and participation in fun online activities and team‑building events

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