Principal Support Engineer (SRE)

TL;DR

Principal Support Engineer (SRE): Leading the resolution of critical Sev1 and Sev2 incidents for a global technology platform with an accent on root cause analysis and cross-functional incident leadership. Focus on improving platform reliability, observability, and implementing permanent corrective actions in cloud-native environments.

Location: Hybrid in Sofia, Bulgaria

Company

A global technology company redefining the ecosystem that powers technology distribution and platform services worldwide.

What you will do

• Lead the resolution of high-priority Sev1 and Sev2 incidents impacting strategic customers.
• Perform end-to-end troubleshooting across microservices, REST APIs, and cloud infrastructure.
• Facilitate technical war rooms involving Engineering, Product, Operations, and Security teams.
• Conduct deep root cause analysis using logs, metrics, traces, and application diagnostics.
• Collaborate with Engineering teams to ensure permanent corrective actions are implemented and validated.
• Mentor engineers and influence technical priorities to enhance system observability and reliability.

Requirements

• 15+ years of experience in SRE, Platform Engineering, or Production Support environments.
• Proven success owning and leading enterprise-critical incident resolution.
• Strong expertise in REST APIs, distributed systems, and microservices architectures.
• Hands-on experience with AWS, Azure, or GCP, Kubernetes, and Linux.
• Proficiency with observability tools such as Datadog, Splunk, Grafana, or New Relic.
• Exceptional communication skills for engagement with Director and VP-level stakeholders.

Nice to have

• Background in Software Engineering or DevOps.
• Experience with CI/CD environments.
• Scripting skills in Python, Bash, or PowerShell.
• Experience in fintech, payments, or large-scale enterprise technology organizations.

Culture & Benefits

• Opportunity to solve complex technical challenges at a global scale.
• Diverse, inclusive, and collaborative work environment.
• Active support for professional career growth.
• High level of autonomy and resources to make a meaningful impact.