Lead Site Reliability Engineer – IT Support Automation

Overview

As technology organizations scale, so does operational friction. IT support teams become overloaded with repetitive tickets — account lockouts, access requests, provisioning tasks, and standard “ask IT” issues that drain time and attention from higher-value work.

EverOps partners directly with enterprise engineering and IT organizations to solve complex operational challenges from within their environments. We don’t patch symptoms — we eliminate root causes.

We are seeking a Lead Site Reliability Engineer to own and execute a comprehensive IT support automation strategy designed to significantly reduce ticket volume and human intervention.

The Challenge

This is not a reactive support role.

This is a systems-level engineering role focused on:

• Eliminating tickets before they are created

• Automating resolution paths when tickets do occur

• Building durable automation frameworks across SaaS and internal platforms

• Removing systemic friction across the IT lifecycle

You will operate heavily within the IT support domain, addressing areas such as:

• Account lockouts and access management

• Provisioning and deprovisioning workflows

• Device and asset lifecycle management

• Standard internal IT requests

• SaaS integrations and workflow orchestration

The expectation is leadership-level ownership. You will define the automation roadmap, architect solutions, and drive initiatives from intake through deployment with measurable outcomes.

The Mission

As a Lead SRE, your mission is to:

• Reduce human intervention across IT support workflows

• Build automation systems that scale without increasing headcount

• Architect reliable, observable, production-grade automation services

• Establish engineering standards for automation development

• Mentor junior engineers while maintaining direct ownership of delivery

Success is measured in outcomes:

• Reduced ticket creation rates

• Increased fully automated resolution percentages

• Improved user satisfaction while lowering operational burden

This role requires deep technical capability combined with strong execution discipline and cross-functional influence.

What You’ll Do

1. Root-Cause Ticket Elimination

• Analyze ticket trends and identify systemic failure patterns

• Redesign workflows to remove recurring pain points

• Replace reactive fixes with preventative engineering solutions

• Partner with IT and engineering stakeholders to prioritize high-leverage automation opportunities

2. End-to-End Automation Architecture

• Design and implement automation workflows across multiple SaaS platforms

• Integrate with third-party and internal APIs (e.g., identity providers, collaboration tools, asset systems, ticketing platforms)

• Architect resilient API integrations including:

  • Authentication & authorization flows (OAuth2, SAML, token management)

  • Rate limiting and retry strategies

  • Error handling and observability

• Build self-service systems that allow users to resolve common requests without human escalation

3. Custom Service & Tooling Development

When no off-the-shelf solution exists, you will:

• Build lightweight microservices or serverless functions (Python or Go preferred)

• Develop internal middleware, proxies, or orchestration services

• Create background automation jobs (cron-style processes)

• Containerize and deploy services using modern DevOps practices

You will make thoughtful build-vs-buy decisions, balancing speed, maintainability, and long-term scalability.

4. Reliability, Observability & Production Standards

Automation must be as reliable as any production system.

You will:

• Implement Infrastructure as Code (Terraform, Pulumi, or similar)

• Maintain CI/CD pipelines for automation services

• Design monitoring, logging, and alerting frameworks

• Define SLIs/SLOs to measure automation reliability

• Ensure automation services are secure, observable, and resilient

This is not scripting — this is platform-grade engineering.

5. Lead-Level Ownership & Execution

This role requires operating as a single-threaded owner for major initiatives.

You will:

• Define solution architecture from concept to deployment

• Set timelines and milestones autonomously

• Conduct feasibility validation in development environments

• Communicate proactively with stakeholders

• Re-scope tactically to maintain forward momentum when blocked

• Deliver measurable impact — not just activity

You are expected to think systemically, move with urgency, and drive initiatives to completion without requiring micro-management.

You Have

Experience

• 8+ years in SRE, Platform Engineering, DevOps, or Automation Engineering

• Proven experience designing enterprise-scale automation systems

• Strong exposure to IT support domains (access, provisioning, identity, device lifecycle, SaaS operations)

Technical Strength

API & Integration Expertise

• Deep experience designing and consuming REST APIs

• Strong understanding of authentication and authorization patterns

• Experience orchestrating workflows across multiple SaaS platforms

Programming & Automation

• Strong proficiency in Python or Go

• Experience building production-ready services

• Advanced scripting for orchestration and automation logic

Cloud & Infrastructure

• Strong familiarity with at least one major cloud provider (AWS, GCP, or Azure)

• Containerization and Kubernetes exposure

• Infrastructure as Code experience

Systems Thinking

• Networking fundamentals

• Identity and access concepts

• Understanding of asset lifecycle management

Leadership & Communication

• Experience leading technical initiatives from idea through deployment

• Ability to mentor junior engineers

• Strong written and verbal communication skills

• Comfortable influencing cross-functional stakeholders

• Data-driven decision-making approach

You think in terms of leverage, scale, and long-term impact.

What Success Looks Like

Within 6–12 months, you will have:

• Eliminated entire categories of recurring IT tickets

• Implemented durable automation frameworks across core IT workflows

• Increased automated resolution rates quarter over quarter

• Reduced manual provisioning and access overhead

• Established scalable, observable automation systems that continue to compound value

Your impact will be visible in metrics — not anecdotes.

Nice to Have

• Experience integrating AI/LLM capabilities into workflow automation

• Familiarity with ITSM frameworks

• Background building internal self-service platforms

• Experience presenting technical strategy to senior leadership

• Experience operating in high-scale, compliance-sensitive environments

Benefits

• 100% Remote Workplace

• Unlimited Paid Time Off

• Equity – Become a true owner of the company

• 401K with company contribution and sponsored healthcare

• Professional Growth – Access to training and certification programs