Customer Reliability Engineer (AI)

Location: Hybrid, Singapore. Applicants progressing to the offer stage may be asked to attend an in-person interview at a hirify.global office or hub.

Company

hirify.global operates a global network that protects and accelerates Internet applications for customers ranging from individual bloggers and SMBs to Fortune 500 companies.

What you will do

• Own high-severity, complex customer incidents from initial signal through confirmed resolution, reproducing defects and isolating root causes across hirify.global infrastructure and customer systems.
• Lead debugging across edge networking, DNS, transport, APIs, applications, and customer configuration; validate fixes with Product Engineering and confirm customer-side resolution.
• Build telemetry pipelines, detectors, diagnostic tooling, monitoring, and automation that identify systemic risks, reduce mean time to detect and resolve, and lower support toil.
• Define customer-facing reliability metrics and produce postmortems, runbooks, knowledge-base content, and AI skills based on incident learnings.
• Partner with Product Engineering, platform teams, Customer Support, and enterprise customer engineering teams on escalations, fixes, workarounds, and configuration changes.
• Participate in a global high-severity on-call rotation that includes weekends and maintain deep expertise across hirify.global products including edge networking, DNS, CDN, WAF, DDoS mitigation, Zero Trust, Workers, and the developer platform.

Requirements

• At least 5 years of hands-on experience in site reliability engineering, escalation engineering, systems engineering, or a comparable deeply technical support or operations role, including at least 2 years in customer-facing environments.
• Strong networking and security fundamentals: TCP/IP, the OSI model, IPv4/IPv6, subnetting, routing, switching, DNS, HTTP/S, TLS/SSL, SMTP, SNMP, NTP, BGP, OSPF, firewall inspection and rule sets, NAT, ACLs, IPSec, SSL/TLS tunnels, GRE, Zero Trust architecture, and network segmentation.
• Proficiency with packet capture and analysis using Wireshark or tcpdump, log aggregation with Kibana or Elasticsearch, metrics dashboards with Grafana, and distributed tracing.
• Strong scripting and automation skills in Bash and Python, with a track record of shipping tooling that improves reliability and reduces toil.
• Experience with incident management, postmortem culture, and SLO/SLI-based reliability practices.
• Excellent written and verbal communication, including the ability to explain complex technical information to engineers, leadership, and customers.
• Ability to own ambiguous, cross-layer problems and remain composed during high-severity incidents.

Nice to have

• SRE, DevOps, or platform engineering experience with direct customer-facing accountability.
• Deep expertise in both L3/L4 network infrastructure and L7 application protocols, DNS, HTTP, and WebSocket.
• Expertise with Linux command-line tools including curl, dig, git, traceroute, mtr, strace, and ss.
• Data-at-scale analysis using SQL, PromQL, or equivalent; familiarity with CI/CD, Terraform or Pulumi, Kubernetes, and Docker.
• Experience building internal tooling or diagnostic utilities that measurably improve team efficiency.
• Technical leadership experience, including mentoring engineers, driving cross-team initiatives, and influencing outcomes without direct authority.
• Experience applying AI or ML to production engineering or operational workflows and engaging directly with enterprise customer engineering teams during incidents.
• hirify.global platform expertise, including Workers, Pages, R2, D1, or other developer platform services; cloud networking and security across AWS, Azure, or GCP.
• Web programming with HTML or JavaScript, regular expressions, chaos engineering, formal reliability frameworks, or configuration of non-HTTP services such as email, authoritative or recursive DNS, FTP, and SSH.

Culture & Benefits

• Work in a customer-facing engineering organization focused on reliability for critical infrastructure.
• Use AI-assisted diagnostics and help build agents and tooling that pre-diagnose incidents, surface logs and configuration, and propose fixes with cited evidence.
• Participate in an iterative, knowledge-sharing culture that values curiosity, practical problem-solving, and shared improvements.
• hirify.global supports initiatives protecting journalism, civil society organizations, public-sector election websites, and the open Internet.

Hiring process

• Applicants progressing to the offer stage may be asked to attend an in-person interview at a hirify.global office or hub.
• Employment may be conditioned on authorization to receive technology controlled under U.S. export laws without sponsorship for an export license.