Site Reliability Engineer

Planet DDS is the leading provider of cloud-enabled dental software solutions serving over 10,000 practices in North America with over 60,000 users. The company delivers a complete platform of solutions for dental practices including Denticon Practice Management, Apteryx XVWeb Digital Imaging, and Legwork Patient Relationship Management. Planet DDS is committed to creating value for its dental practice clients by solving the most urgent challenges facing today’s dental practices in North America.

Overview: To be successful, you will need to be self-motivated, a critical thinker, able to take high-level direction, communicate clearly, gain consensus, and drive to completion in a very fast-paced environment. You do not shy away from learning something new or experimenting with technologies to find the right solution. You are a friendly, hard-working and positive person with a true passion for solving problems with technology and will fit in well with our dynamic team. This is a Hybrid role (1-2 days in Glasgow).

Qualifications:

• 2+ years of experience operating and troubleshooting Azure App Services, Azure Functions, Azure Logic Apps, Azure SQL, Azure Storage, Application Insights, Azure Redis, VNets and Azure App Gateway.
• 2+ years of experience with Reliability concepts to ensure high performance and high service availability, able to define, implement and improve business performance SLOs.
• 2+ years of experience with Production operations including 24x7 on-call support, escalation/paging with OpsGenie, incident management, RCA (Root Cause Analysis) and retrospective analysis.
• 2+ or more years in hands-on technical roles (such as site reliability engineer, software engineer, DevOps engineer, infrastructure engineer).
• Experience with infrastructure management across multiple cloud and on-premise environments using tools such as Terraform, Bicep, PowerShell, Ansible.
• Knowledge of fundamental cloud security (e.g., identity and access management, firewalls, etc.).
• Strong collaboration and communication skills in a hybrid environment using Microsoft Teams, email and calendar.
• Bachelor’s Degree in a relevant major or equivalent years of experience.
• Any of the following would be a plus: Experience with Observability across multiple domains (APM, Infrastructure, Synthetics, Logs, etc...) within cloud and on-premise environments using Datadog, Azure Monitor and Application Insights, NewRelic and Grafana.
• Experience working in B2B SaaS companies.
• Experience with cloud containers, specifically Kubernetes.

Responsibilities & Duties:

• Develop: Architecture, strategy and implementations to enable or enhance the Observability and Reliability of applications and services running on IaaS and PaaS in Microsoft Azure. AWS and GCP are nice to have. Service Level Objectives and indicators focused on improving business workflow performance and availability. Technical and business dashboards, metrics, and actionable alerting. Processes and automation for increasing uptime and availability, reducing toil and improving all phases of incident and problem management.
• 24x7 Support: Perform deep dives into systemic and latent reliability issues, incident management, problem management. Participate in all aspects of incident management including awareness, communication, remediation, retrospective/root cause analysis. Identify and implement process improvements of MTTA (Mean Time to Acknowledge) and MTTR (Mean Time to Resolve). Support operations & engineering teams on Azure. AWS and GCP are nice to have. Training & mentoring for peers and less experienced engineers. Production environments with on-call rotations.
• Advocacy: Train and mentor engineering teams on modern observability practices and techniques. Define and socialise SRE culture, best practices, architectural and security standards. Assess and raise risks across the organization.
• Partnership with: Internal engineering, architecture and operations teams to ensure alignment. External teams to support their work and ensure compliance with our standards.
• Optimize & manage: Multi product observability platforms supporting cloud/on-prem infrastructure, services and applications. Observability cost optimization. Measuring and monitoring availability, latency, and overall system health across multiple product lines.
• Other duties as assigned.

About You: You maintain the highest level of integrity in everything you do. You respect and share our values. You love working with teams of smart and driven people to solve challenging problems. You can talk about complex software systems and have ideas on how to build quality, performant, and easily supportable software most effectively. You exhibit dogged determination to get to the root of problems. You care about best-practices and evangelising them with the team. You like to research and propose new techniques and methodologies to improve quality and efficiency of our software. You can clearly convey your thoughts, enjoy presenting what you’ve done, and can cater your message to audiences both technical and non-technical.

Behavior and Scope: You raise issues early when you see obstacles to achieving a goal and work to find solutions. You volunteer to get involved in the solution even if it is beyond your own team or role. You evangelise good practices both on and off your team. You actively help solve cross-team issues by assisting other teams. You speak up on broader issues in the domain beyond your own work, such as processes, company issues or large projects. You guide the team in designing major components of systems and products. You lead the design and development of large and critical areas of Azure infrastructure. You are able to reason about the purpose of each component in a system and how they interact with each other to support the product. You propose and advocate for significant new features and actively affect change. You rarely require guidance to complete complex work to achieve success. You often lead and guide other team members. You actively mentor others and seek accountability.

Why are we here? Unleashing dentists and their staff to focus on patient care. Where are we headed? In the next 5 years, Planet DDS will remain the leading provider of cloud-based technology solutions in North America, expanding to serve more than 25,000 dental practices. How do we get there? To encourage measurable progress toward our vision and make the best decisions on behalf of employees and customers, we adopted a set of common values: Collaborative – Working independently and across teams, we create scalable solutions to enable company growth. Empathetic – We are educated on the experience of our customers and feel vested in their success. Accountable – We feel ownership for the quality of our work and take pride in the positive outcomes. Trustworthy – We operate with integrity and honesty, making promises we know that we can keep. Ambitious – We are driven by our ability to make a long-term, positive impact on the lives of dental market leaders.

An Equal Opportunity Employer – Including Disability/Veterans