Sr. Platform Reliability/L3 Support
Core
Senior escalation point for complex production issues, leading root-cause analysis and incident response for AI-powered digital agents and enterprise platforms.
Role type
Senior IC platform reliability engineer (L3 support)
Builds
AI-powered digital agents (Sierra Agent OS, Five9) and their integrations with CRM, order, and identity systems
Domain
Healthcare technology, conversational AI, cloud infrastructure
Deliverable
production ML models
Required skills
Level 3 troubleshooting, root-cause analysis, incident management, cloud infrastructure administration, API integration debugging, observability and monitoring, infrastructure automation (Terraform, Ansible), identity and access management
Preferred skills
CCaaS platform experience (Five9, Genesys, Amazon Connect), Kubernetes, DevOps/SRE practices, healthcare industry experience, AI tool usage for operations
Technologies
Sierra Agent OS, Five9, Kubernetes, Terraform, Ansible, Okta, ServiceNow, Microsoft Teams
Responsibilities
Lead complex investigations and post-incident reviews for digital agent failures; monitor platform performance and tune alerting; manage platform access and user lifecycle; collaborate with engineering to automate operational processes; support contact center technologies and vendor escalations
Seniority
Senior, hands-on IC
