Sr Ops Site Reliability Engineer

Costa Rica

Company Overview

At Zuora, we do Modern Business. We’re helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It’s an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world’s most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences.

This is a hybrid position, so you’ll work both remotely and in the office.

The Team & Role

Zuora’s Cloud Engineering teams are responsible for Cloud infrastructures, monitoring performance and uptime, managing internal and external shared services, infrastructure services and more – for Zuora’s customer facing SaaS products and platforms. Our technologists sit across US, Beijing, India, Costa Rica and remotely, using a follow-the-sun model to provide 24x7x365 coverage for critical functions and partner closely with our Engineering, Customer Support, Security, Global Services and Sales teams on a daily basis to keep our customers front and center.

We are looking for individuals to join a team of talented engineers who can leverage their expertise in Cloud technologies, system design, troubleshooting, automation and leverage AI to scale and work across Product Engineering, Customer Support, Product Management and Global Services to deliver Site and Customer Reliability of our SaaS.

What You’ll Do

• Be an Escalation point to provide technical leadership and drive customer impacting Incidents to Faster Mitigation
• Drive initiatives to execute on our cloud reliability strategy to achieve transformative results in availability, Time to Mitigate, Customer detected & Impacted Incidents, and cost 
• Drive Full stack observability and diagnostic automations
• Provide technical leadership to transform the team to run the operations with AI / automations and Nurture partnerships
• Help in Hiring and Mentoring Junior Engineers
• Drive Self service automations
• Own and be accountable for efficiency improvements in operations
• Technical leadership to drive quality in problem management
• Lead Operational readiness reviews, define the controls and automate 
• Ideate and action initiatives to operationalize cost efficiencies and improve customer experience
• Develop team’s delivery roadmap, drive PI planning and own the delivery of the roadmap through the sprints
• Partner across product engineering, Product management , support and field to improve productivity and experience 

Your Experience

• 10-12 years years of experience architecting/Designing/Implementing and Operating large scale private or public cloud infrastructure that was hosting customer facing software applications 
• In-depth experience in AWS Cloud services – EC2, ECS, EKS, S3, Elastic Cache, RDS, etc.
• In-depth experience in troubleshooting availability and performance issues across the technology stack
• Strong experience in Monitoring & Observability
• Strong experience in capacity management of diverse infrastructure and platform components
• In-depth experience in automating Implementation and operational activities using CI/CD Pipelines and micro services architecture 
• Excellent communication, problem solving, critical thinking, challenge status quo and outcome driven
• Good experience in Agile practice
• Good programming knowledge in python or any modern language
• Experience with automation sub-systems (Shell, Ansible, Puppet, Jenkins, Terraform, ECS, Kubernetes)
• Experience in infrastructure services (DNS, Mail Relays, NTP, CDN, LBs, SSL Certificates)
• Experience in Database environments such as Oracle and MySQL
• Experience in Data refresh and Data sync services and technologies that implements those services
• Good knowledge in Messaging Queues, APIs, Application servers
• Experience in using ELK stack, Grafana
• Knowledge in API Gateways and Caching technologies

Our Tech Stack: Java, Spring, Rest API, Microservices, Kafka, Spark, NodeJS, AWS, Kubernetes, Terraform, AngularJS , MySQL Oracle, Elastic Cache, Kong, Python

#ZEOLife at Zuora

As an industry pioneer, our work is constantly evolving and challenging us in new ways that require us to think differently, iterate often and learn constantly—it’s exciting. Our people, whom we refer to as “ZEOs” are empowered to take on a mindset of ownership and make a bigger impact here. Our teams collaborate deeply, exchange different ideas openly and together we’re making what’s next possible for our customers, community and the world.

As part of our commitment to building an inclusive, high-performance culture where ZEOs feel inspired, connected and valued, we support ZEOs with:

• Competitive compensation, variable bonus and performance reward opportunities, company equity and retirement programs
• Medical, dental and vision insurance
• Generous, flexible time off 
• Paid holidays, “wellness” days and company wide end of year break
• 6 months fully paid parental leave 
• Learning & Development stipend
• Opportunities to volunteer and give back, including charitable donation match
• Free resources and support for your mental wellbeing

Specific benefits offerings may vary by country and can be viewed in more detail during your interview process.

Location & Work Arrangements

Organizations and teams at Zuora are empowered to design efficient and flexible ways of working, being intentional about scheduling, communication, and collaboration strategies that help us achieve our best results. In our dynamic, globally distributed company, this means balancing flexibility and responsibility — flexibility to live our lives to the fullest, and responsibility to each other, to our customers, and to our shareholders. For most roles, we offer the flexibility to work both remotely and at Zuora offices.

Our Commitment to an Inclusive Workplace

Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.

Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance@zuora.com.