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Site Reliability Engineer

Boston, MA

About SimpliSafe

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here.

We’re embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in our state-of-the-art office on two core days, typically Tuesday and Wednesday, to work together in person, and teams can choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure. 

What You’ll Do

At SimpliSafe, we design, develop, manufacture, and sell our own line of wireless, connected home security systems: home sensors, cameras, and locks. Our technology and service platform secures the homes of millions of Americans without the hassles, long term contracts, or fees of traditional Home Security. Protecting our customers and their families is a tremendous responsibility, so we are doubling down on our focus to the customer.

As a Site Reliability Engineer at SimpliSafe, you will partner cross-functionally across all of Engineering, and at times, across the entire organization (Product, Engineering, Legal, Manufacturing, Contact Center, Marketing, and Fulfillment) to solve for the customer. Building on our strong customer-centric culture, you will frequently face challenges stemming from anywhere across the technical stack and then work closely with Dev owners to deliver solutions to our customers - this will require broad technical skills and effective communication across key stakeholders.

As part of our Customer Success Engineering Team, you will immediately have an outsized impact upon our customer-centric culture - as you collaborate, negotiate, and drive customer successful outcomes.

Responsibilities

  • Build tools to maximize customer success - whether in service to reliability, telemetry, performance, and/or scale issues 
  • Technical triage and management of impactful customer, product, and/or service-related incidents - including on-call
  • Data and statistical analysis - with a unique and determined approach to understanding challenging data sets
  • Drive escalated technical issues - both in individual and in aggregated form
  • Collaborate effectively with the various departments involved in investigation and remediation
  • Service stability and reliability mindset - alerting, monitoring, logging, health checks
  • Close the loop with every case - never satisfied with open questions
  • 5 Whys curious mindset - always believe that one example could be a symptom of a much larger issue
  • Deliver short, medium and long term solutions - individually, as a team, and as a company
  • Communicate on a deeply technical level with stakeholders to improve and optimize our products, infrastructure, and services
  • All the while, continuously learning and improving

About You

  • Site Reliability Engineering (SRE) experience and/or Computer Science (or equivalent) Bachelor's degree
  • Scripting, development, and SQL experience
  • Command line and IDE expertise
  • Extremely effective communication skills
  • Proactive, pragmatic, multi-threaded problem solver
  • Ferociously curious
  • Humble, present, learning mindset
  • Speaking up for the customer with a determined smile
  • Cloud technology experience
  • Experience in a HW company is a plus!

What Values You’ll Share

  • Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
  • Aim High - Always challenging ourselves and others to raise the bar.
  • No Ego - Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
  • One Team - Taking a highly collaborative approach to achieving success.
  • Lift As We Climb - Investing in developing others and helping others around us succeed.
  • Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.

What We Offer

  • A mission- and values-driven culture and a safe, inclusive environment where you can build, grow and thrive  
  • A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families (For more information on our total rewards please click here)
  • Free SimpliSafe system and professional monitoring for your home. 
  • Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change.

We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact careers@simplisafe.com.

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