Site Reliability Engineer - 3rd level support (m/f/d)

Job Description

Shopware is a leading ecommerce system that enables companies worldwide to scale quickly and efficiently in digital commerce. As a trendsetting open source solution, Shopware is already used by some of the largest European brands, retailers and manufacturers in the B2C and B2B industries.

We are looking for a highly skilled Site Reliability Engineer (SRE) (m/f/d) with a strong background in Platform-as-a-Service (PaaS) environments, focusing on third-level support . You will be responsible for ensuring the stability, reliability, and performance of our cloud-based infrastructure while providing advanced troubleshooting and resolution of complex technical issues. Your expertise in distributed systems, cloud platforms, and observability tools will help us maintain high availability and seamless deployments for our applications.

No matter where you work, you are an integral part of the team. Therefore, we are looking for a Site Reliability Engineer (m/f/d) throughout Europe !

These are your tasks:

• You provide third-level support for critical incidents, troubleshoot complex issues, and resolve escalations.
• You collaborate with engineering teams to identify and mitigate recurring production issues.
• You ensure high availability and performance of services through proactive monitoring and alerting.
• You develop and maintain runbooks and documentation to streamline support processes.
• You assist in root cause analysis (RCA) and implement preventive measures to minimize downtime.
• You work closely with development teams to improve service reliability and enhance operational processes.
• You define SLOs, SLAs, and SLIs to measure and improve system performance.
• You implement observability tools (logs, metrics, traces) to gain better system insights.
• You participate in on-call rotations to respond to incidents quickly and minimize downtime.
• You advocate for best practices in site reliability, security, and DevOps methodologies.

This is what you’ll bring to the table:

• You have strong knowledge of containerization technology and container orchestration (Container, Kubernetes), as well as cloud platforms (ideally AWS, GCP, Azure).
• You have experience providing third-level support, including troubleshooting complex distributed systems.
• You are familiar with monitoring and logging solutions such as Prometheus, Grafana, ELK, OpenTelemetry, and Datadog.
• You have hands-on experience with CI/CD tools like ArgoCD and GitHub Actions.
• You are proficient in troubleshooting networking, databases, and application performance issues.
• You have strong scripting and automation skills in Bash, Python, or an equivalent language.
• You understand security best practices in cloud environments.
• You have excellent problem-solving skills and thrive in a fast-paced, collaborative environment.
• You have experience handling incident management and post-mortem analysis.

This is what we offer you:

• Company Culture: Open culture with flat hierarchies, where individual initiative is encouraged.
• Employment Contracts: Permanent positions that offer long-term security.
• Flexibility: Flexible working hours and options for mobile work and full-remote contracts.
• Equipment: Freedom to choose your preferred work hardware.
• Onboarding: Well-structured onboarding with support from a personal „buddy.“
• Work Environment: An inspiring environment with dedicated colleagues and a dynamic community.
• Development Opportunities: Diverse opportunities for personal growth and development.
• Additional Benefits: Attractive perks such as company pension plans, health programs, and regular team events.
• and much more!

You can get a detailed insight on our career page.

Your personal contact for this position is Carmen Bouraine and is happy to answer any questions you may have!

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