Glia is the leading AI customer service solution for banks and credit unions. Our platform unifies AI and human agents across every voice and digital conversation through our proprietary ChannelLess® Architecture. With AI for All™, organizations overcome the tradeoff between efficiency and experience by using AI to automate conversations and elevate service operations.
Valued at over $1 billion and named a Deloitte Technology Fast 500™ company for five consecutive years, Glia powers over 700 financial institutions and maintains an industry-leading 72 NPS. We're also certified as a Great Place to Work, with 98% employee satisfaction.
The Team
You'll be joining our dedicated Infrastructure Team, which is responsible for the reliability, scalability, and performance of Glia’s cloud-native core infrastructure serving the conversational AI. Our team focuses on operational excellence and proactive problem-solving to ensure our systems are always available and performing optimally.
All SREs on the team report to a dedicated Engineering Manager. Our work is driven by Objectives and Key Results, defined quarterly in collaboration with the Director of Engineering. All projects are planned, led, and executed by our engineers. Our SRE team is located primarily in Vancouver and Toronto and works in the Pacific Time zone (PT). We are optimized for remote collaboration and welcome candidates from anywhere in Canada.
The Work
As a Senior Site Reliability Engineer, your primary focus will be on the health and performance of our production services. Responsibilities will include:
- Defining, measuring, and reporting on Service Level Objectives (SLOs) and Service Level Indicators (SLIs) for key services.
- Partnering with development teams to establish error budgets and the operational consequences of their consumption.
- Writing software to automate production operations, eliminating manual toil and improving system resilience.
- Leading the incident response process for complex outages, including conducting blameless postmortems to drive systemic improvements.
- Engineering and improving deployment systems and CI/CD pipelines to increase release velocity while maintaining production stability.
- Conducting deep dives into system performance, engaging in capacity planning, and performing production readiness reviews.
- Developing and maintaining operational runbooks and incident response playbooks.
- Participating in a periodic on-call rotation as an escalation point for critical service interruptions.
Our Tech Stack
- Infrastructure: AWS, Kubernetes (AWS EKS), Linkerd, EFK
- Persistence: Amazon Aurora Serverless for Postgres, RabbitMQ
- Cache: Amazon ElastiCache for Valkey
- Monitoring & Observability: DataDog with a focus on dashboards and alerts for system health.
- CI/CD: Github Actions, ArgoCD, Jenkins, Helm, with a focus on automation and pipeline optimization.
- Infrastructure as Code: Terraform
Additionally, our Engineering teams use:
- Backend: Python, Elixir, Node.js, and Ruby
- Frontend: Javascript and React.js
- Native mobile SDKs: Java and Swift
Candidate Requirements
- 5+ years of relevant experience in Site Reliability Engineering or a closely related discipline (e.g., DevOps, Platform Engineering, Infrastructure).
- Deep, practical understanding of Site Reliability Engineering (SRE) principles (SLOs, error budgets, toil reduction).
- Demonstrable experience analyzing and troubleshooting large-scale distributed systems.
- Expert-level proficiency with AWS and Kubernetes (EKS), particularly in areas of observability, networking, and auto-scaling.
- Strong software development skills in a language like Python or Go, used to build operational tools, services, or automation.
- Experience with modern observability platforms (e.g., DataDog, Prometheus) and a deep understanding of metrics, logging, and tracing.
- Expertise in designing and operating robust CI/CD pipelines for a microservices architecture (e.g., using ArgoCD, Github Actions, Helm).
- A systematic, data-driven approach to problem-solving and root cause analysis.
We are insatiably curious and hungry for knowledge here at Glia. Even if you don’t meet all the requirements exactly, we encourage you to apply as long as you are passionate about mastering your craft and developing your skills.
*Glia is an equal-opportunity employer. Glia does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.
The Glia Talent Acquisition team uses @glia.com and @gliatalent.com, mailboxes for coordinating interviews, providing updates, and sending documents. Our hiring process involves an introduction, practical and team interviews, and a decision and offer. For more information, visit our Recruitment Privacy Notice page or contact our talent team via [email protected]
*Want to know more about working at Glia? Check our Glia's Career FAQs
