Cloud Support Engineer (SRE Development)

About the role

This hybrid role combines the hands-on responsibilities of a Technical Support Engineer within a SaaS (Software as a Service) environment with a growing focus on Site Reliability Engineering (SRE). The ideal candidate has a strong technical foundation, thrives in a fast-paced troubleshooting environment, and is passionate about automation and delivering an exceptional customer experience. This role provides the opportunity to run, support, and scale an AI Security Public SaaS platform, operating AI inference workloads at scale.

Responsibilities

• Proactive Monitoring & Uptime Assurance
• Monitor key SaaS application metrics, logs, and alerts to proactively identify and prevent service disruptions
• Support a 24/7 operational model to ensure high availability and performance of the SaaS environment
• Customer-Centric Incident Response
• Serve as a primary point of contact for technical customer inquiries and issues
• Partner with customers to understand requirements, troubleshoot effectively, and provide clear, concise communication
• Triage, escalate, and own technical incidents through resolution
• Development Team Collaboration
• Analyze metrics, logs, and incident reports to provide actionable insights to engineering teams
• Identify recurring patterns and opportunities for automation and continuous improvement
• Partner cross-functionally to improve platform reliability and performance
• Site Reliability Engineering (SRE) Development
• Design and implement automation to streamline incident response and improve system reliability
• Introduce and mature SRE best practices, including enhanced monitoring, alerting, and self-healing capabilities
• Contribute to building scalable, resilient infrastructure to support AI inference workloads
• Required Qualifications
• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience)
• 1-3+ years of experience in technical support, systems administration, or a similar role
• Strong understanding of SaaS environments and cloud-based architectures (preferably AWS)
• Proficiency in at least one scripting language (e.g., Python)
• Solid understanding of web technologies (HTTP, REST APIs, JSON, etc.)
• Experience working with ticketing systems
• Strong problem-solving and analytical skills
• Excellent written and verbal communication skills
• Ability to work independently and collaboratively in a team environment
• Willingness to learn new technologies and adapt to evolving requirements

Requirements

• Experience with monitoring and observability tools (e.g., Prometheus, Grafana)
• Familiarity with configuration management tools (e.g., Terraform)
• Experience working with cloud infrastructure technologies
• Exposure to SRE principles and reliability engineering practices
• Strong understanding of networking fundamentals
• Experience with databases (PostgreSQL), operating systems (Linux), and Kubernetes
• The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.
• The annual base pay for this position is: $124,800.00 - $187,200.00
• You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about F5's benefits can be found at the following link: https://www.f5.com/company/careers/benefits . F5 reserves the right to change or terminate any benefit plan without notice.
• Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com ) .
• Equal Employment Opportunity

Benefits

Additional Information

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

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