Senior Site Reliability Engineer Team Lead – OP02087

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