Senior Site Reliability Engineer (Pittsburgh, PA)

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the understanding and management of experience for candidates, customers, employees, patients, citizens and residents.  

We are more than a software company. We want to be known as a company that does the right thing, no matter the challenge or controversy. We are committed to creating a culture that values every person and every experience. Individual life experiences shape the way we interact with the world, which is why we encourage people to bring their whole selves to work each day. The strength of our global workforce is the most significant contributor to our success. 

We believe: Every Experience Matters. Talent is Everywhere. All Belong Here.

At Medallia, we hire the whole person.

The Role and Team
The Site Reliability Engineering organization at Medallia brings together the infrastructure and applications that power a highly reliable global SaaS platform. In particular, Application SREs own the reliability of different products and their infrastructure stack at Medallia, and ensure that they continue to scale with our rapidly-growing business. We are constantly growing our footprint to meet and exceed the demands in multiple geographical regions. Most of our applications work in K8s environments and we host them in Medallia Cloud, OCI, AWS, GCP and Azure. Our team is built of true professionals that leverage all benefits of SRE approaches. Engineers can build their careers and increase their professional weight with full support of Medallia.

We are currently looking for a Senior Site Reliability Engineer who is a team player who has a passion for technological challenges and a high desire to learn, who embraces a dynamic environment, and who will help us scale out our existing infrastructure, tend to incidents, and deploy new cutting-edge tools.

Please note, this role may require being on a rotating on-call shift which includes being available during evenings, weekends and holidays when scheduled. This position is remote, however, local to the Pittsburgh Metro area to support our data center and escalations. 

• Collaborate with product-engineering teams, build strong relationships and solve complex challenges together.
• Ensure applications and their infrastructure are updated and released at a defined pace.
• Build monitoring, automation and tooling around applications and related standard procedures to eliminate manual work.
• Troubleshoot complex problems that may span the full service stack.
• Ensure SLAs, and proactively monitor and manage the availability of infrastructure and applications.
• Optimize performance of components across the full service.
• Be part of the SRE team’s on-call rotation for escalations.

Minimum Qualifications

• 5 years of experience with Site Reliability Engineering, Systems Operations, and/or related software development roles.
• Demonstrated experience working with cross-functional teams.
• Demonstrated experience with:
  • Building, configuring, and maintaining operational monitoring and reporting tools.
  • Deploying and managing AWS core services (EC2, S3, RDS, CloudWatch).
  • Operations in on-premises and cloud environments (Triage Troubleshoot).
  • Incident management and change management
  • Complex information security concepts
  • Direct support of customer-facing production applications.
• Demonstrated knowledge of:
  • Linux OS and fundamental technologies like networking, DNS, Mail, IP filtering, etc.
  • Scripting languages (Python, Bash, Groovy, Go, etc).
  • Traditional web stack (frontend, API, application backend, caches, databases).
  • Develop and maintain infrastructure-as-code scripts and templates.
  • Asynchronous and reliable application design (message queues, DB replicas, load balancing, auto-scaling, etc).
  • Kubernetes or other containerized environments.
  • Networking and routing skills (knowledge of VPNs, IP subnetting, etc).
  • Release approaches (roll-out, canary, blue/green, etc).
• Ability to work onsite as needed at our Pittsburgh, Pennsylvania Data Center for projects and during escalations.
• Ability to be part of on-call rotations to manage escalations.
• Citizenship and Human Resources Requirements: Due to the nature of this role, this person should be a US Citizen or Permanent Resident and able to work from US Locations. This person should be able to clear the Medallia background verification and potentially security clearance in future.

Preferred Qualifications

• Experience with:
  • Orchestration tools (Ansible, Terraform, CloudFormation, etc).
  • Network infrastructure and firewall rule updates and change management.
  • Relational DB’s such as: PostgreSQL, MySQL/MariaDB.
  • CI/CD tools such as: Jenkins, ArgoCD.
  • ASR & STT and / or other AI, Machine Learning, or GPU compute technologies.
  • SSL certificates and key management.
• Ability to lead projects across multiple teams.
• Strong communication skills
• Background working in heavily regulated industries such as banking, finance, or healthcare; knowledge of Security & Compliance frameworks such as SOC2, PCI, NIST, etc.

Medallia is committed to equal pay and transparency.  The annual base salary range for this position is $128,000 - 176,000. Please note that the salary range information provided is a general guideline.  It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors.  Medallia considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, candidate’s work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.

Medallia also offers competitive health and wellness benefits, including but not limited to medical, dental, vision, 401(k), short term and long term disability, life and AD&D insurance, statutory leaves, paid parental leave, and paid holidays. Benefits and eligibility may vary by location and role. 

At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at ApplicantAccessibility@medallia.com. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies. Applications will be accepted for 30 days from the date this role was posted or until the role has been filled.

Salary : $128,000