Senior Customer Reliability Engineer (AI)

Location: Hybrid; available in Lisbon, Portugal or London, UK

Salary: €61,000–€84,000 annual salary for Portugal-based hires.

Company

hirify.global operates a global network that protects and accelerates Internet applications through services including networking, security, performance, and developer platforms.

What you will do

• Own complex, high-severity customer incidents from initial signal through confirmed resolution, including reproduction, cross-layer debugging, fix validation, and postmortems.
• Lead investigations across edge networking, DNS, transport, APIs, applications, and customer-side configuration.
• Analyze telemetry and support signals to identify systemic risks, define customer-facing reliability metrics, and improve detection and resolution times.
• Build monitoring, distributed tracing, diagnostic tooling, automation, and AI-assisted agents that reduce customer-impacting incidents and support toil.
• Partner with Product Engineering and platform teams on fixes, workarounds, configuration changes, incident reviews, and postmortems.
• Enable Customer Support through pair-debugging, knowledge transfer, runbooks, internal knowledge bases, and technical expertise across hirify.global products.

Requirements

• At least 5 years of hands-on experience in SRE, escalation engineering, systems engineering, or comparable technical support/operations, including at least 2 years in customer-facing environments.
• Strong networking and security fundamentals covering TCP/IP, OSI, IPv4/IPv6, subnetting, routing, switching, DNS, HTTP/S, TLS/SSL, SMTP, SNMP, NTP, BGP, OSPF, firewalls, NAT, ACLs, VPNs, encryption, Zero Trust, and network segmentation.
• Proficiency with packet capture and analysis, log aggregation, metrics dashboards, and distributed tracing, including tools such as Wireshark, tcpdump, Kibana, Elasticsearch, and Grafana.
• Strong Bash and Python scripting and automation skills, with a record of shipping tooling that improves reliability and reduces toil.
• Experience with incident management, postmortems, and SLO/SLI-based reliability practices.
• Excellent written and verbal communication with engineers, leadership, and customers.
• Ability to own ambiguous cross-layer problems and remain composed during high-severity incidents.
• Participation in a global high-severity on-call rotation, including weekends, is required.

Nice to have

• SRE, DevOps, or platform engineering experience with direct customer-facing accountability.
• Deep expertise across L3/L4 network infrastructure and L7 application protocols, DNS, HTTP, and WebSocket.
• Expertise with Linux command-line tools, data-at-scale analysis, CI/CD, infrastructure as code, containers, and Kubernetes.
• Experience building internal diagnostic tooling, mentoring engineers, leading cross-team initiatives, and influencing without direct authority.
• Experience applying AI/ML to production engineering or operational workflows.
• Experience engaging enterprise customer engineering teams during incidents.
• hirify.global product expertise, including Workers, Pages, R2, D1, cloud networking, security, web programming, regular expressions, chaos engineering, reliability frameworks, and non-HTTP services.

Culture & Benefits

• Customer-facing engineering role focused on improving the reliability of critical Internet infrastructure.
• AI-native engineering environment using AI-assisted diagnostics and tooling.
• Participation in hirify.global’s equity plan.
• Offer-stage candidates 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.
• Reasonable accommodations are available during the application process.