Principal Site Reliability Engineer

Summary

Join Zuora’s high-impact Operations team and play a key role in maintaining the reliability, scalability, and performance of our SaaS platform. This position involves proactive service monitoring, incident response, infrastructure service management, and ownership of internal and external shared services. You will collaborate with various teams, including Product Engineering & Management, Customer Support, and Sales, to ensure seamless service delivery. As a core team member, you will design and implement operational best practices, contribute to service provisioning strategies, and drive innovations. This role requires solving complex problems in a fast-paced environment and a passion for operational resilience and service reliability. Zuora offers a competitive compensation package, including medical insurance, generous time off, paid holidays, parental leave, and a learning & development stipend.

Requirements

• Hands-on experience with Linux Servers Administration and Python Programming
• Hands on experience working on Agentic AI
• Collaborate on developing Multi Agentic Framework to Amplify Operations
• Deep experience with containerization and orchestration using Docker and Kubernetes, managing highly available services at scale
• Working with messaging systems like Kafka and ActiveMQ, databases like MySQL and Oracle, and caching solutions like REDIS
• Understands and applies AI/ML techniques in operations, including anomaly detection, predictive monitoring, and self-healing systems
• Has a solid track record in incident management, root cause analysis, and building systems that prevent recurrence through automation
• Is proficient in developing and maintaining CI/CD pipelines with a strong emphasis on observability, performance, and reliability
• Monitoring and observability using Prometheus, Grafana, and OpenTelemetry, with a focus on real-time anomaly detection and proactive alerting
• Is comfortable writing and maintaining runbooks and enjoys enhancing them with automation and machine learning insights
• Keeps up-to-date with industry trends such as AIOps, distributed systems, SRE best practices, and emerging cloud technologies
• Brings a collaborative mindset, working cross-functionally with engineering, product, and operations teams to align system design with business objectives
• 1+ years of experience working in a SaaS environment

Responsibilities

• Architect and implement intelligent automation workflows for infrastructure lifecycle management, including self-healing systems, automated incident remediation, and configuration analomy detection using Infrastructure as Code (IaC) and AI-driven tooling
• Leverage predictive monitoring and anomaly detection techniques powered by AI/ML to proactively assess system health, optimize performance, and preempt service degradation or outages
• Lead complex incident response efforts, applying deep root cause analysis (RCA) and postmortem practices to drive long-term stability, while integrating automated detection and remediation capabilities
• Identify and eliminate reliability bottlenecks through automated performance tuning, dynamic scaling policies, and advanced telemetry instrumentation
• Maintain and continuously evolve operational runbooks by incorporating machine learning insights, updating playbooks with AI-suggested resolutions, and identifying automation opportunities for manual steps
• Stay abreast of emerging trends in AI for IT operations (AIOps), distributed systems, and cloud-native technologies to influence strategic reliability engineering decisions and tool adoption

Preferred Qualifications

• Red Hat Certified System Administrator (RHCSA) – Red Hat
• AWS Certification
• Certified Associate in Python Programming (PCAP) – Python Institute
• Docker Certified Associate (DCA) or Certified Kubernetes Administrator (CKA)
• Good knowledge of Jenkins
• Advanced certifications in SRE or related fields

Benefits

• Competitive compensation, corporate bonus program, performance rewards and retirement programs
• Medical 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