Reliability Engineer

Position Overview: 

 PerfectServe is a leader in the healthcare communication and scheduling space. 

At PerfectServe, a Reliability Engineer is expected to have the technical ability to directly manage and maintain all aspects of the systems that support PerfectServe’s 24x7x365 SaaS solutions.  The position serves as a key role in meeting a stringent high-availability uptime goal, requiring the candidate to be quick on their feet, calm under pressure and employ flawless quality control practices.  You will be part of a team of intelligent and dedicated individuals that will demand excellence.

This position requires a highly motivated, autonomous team member with critical thinking, and problem-solving skills who enjoys working in a large and complex environment. The ideal candidate should also have a strong sense of personal drive, a desire to develop expertise, and the ability to work without constant supervision. This position will also be expected to provide engineering support and troubleshooting advice to various operational areas.

Key Responsibilities and Qualifications:

• Design and implement quality infrastructure solutions in a SaaS environment
• Analyze complex system behavior for security vulnerabilities and performance issues
• Further migrate unmanaged resources to management with Infrastructure as Code 
• Maintain hardware and software, including VM hosts, servers, and appliances
• Troubleshoot and resolve platform issues
• Participate in the Reliability Engineering 24/7 weekly on-call rotation
• Make meaningful contributions to improve the system health and availability
• Listen to different perspectives and remove biases from my words and actions
• Work with your manager to manage conflict with empathy and cooperation in mind

Essential Qualifications:

• Extensive experience with the Windows Server platform and services (AD, DNS, GPO, PKI, etc.)
• Extensive experience with VMware virtualization in highly-available environments
• General knowledge of storage solutions, networking and firewalls, and application load balancing
• Proven system management including automation of  hardware and software upgrades, patch management and troubleshooting experience
• Ability to work closely with peers and team members collaboratively
• Excellent verbal and written communications skills

Beneficial Qualifications: 

• Completion of a degree or certification in a related field or equivalent experience
• Linux administration knowledge
• Configuration Management and Infrastructure as Code experience
• Experience deploying Docker containers and orchestration through Kubernetes clusters
• Experience with Interactive Intelligence IP-Telephony platform and Computer Telephony Integration (CTI)

Environment, Physical & Other Requirements: 

This position requires interaction with people and technology while either standing or sitting. In order to best service our customers on the phone, face-to-face, or on the computer, all employees must be able to communicate with or without reasonable accommodation. 

Depending on the assignment, may require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk and manipulate (lift, carry, move) light to medium weights of 10 - 50 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read technical information. 

PerfectServe is committed to compliance with its obligations under all applicable state and federal laws prohibiting employment discrimination. In keeping with this commitment, it attempts to reasonably accommodate applicants and employees in accordance with the requirements of the disability discrimination laws. It also invites individuals with disabilities to participate in a good faith, interactive process to identify reasonable accommodations that can be made without imposing an undue hardship.

What we offer within Operations: 

We have a unified and experienced team unlike one you’ve worked with before. We challenge ourselves to find the best industry standard solutions for our platforms we maintain. We are collaborative and your voice will be heard. Our most junior engineer has the same voice as our most experienced engineer. We truly embrace the team culture and have been the leader in the organization with the lowest turnover rate for the past six quarters. Given the amount of pressure and workload our team handles, it stands to reason that our team supports each other. 

We also recognize the stress this position brings and have a flexible schedule, including making it easy to take time off. We know that personal appointments come up, and we will do everything we can to support you with last minute conflicts. We truly embrace what it means to be on a team. We fail as a team and we succeed as a team. 

Why join our team:

• We offer the ability to work remotely, while also the ability to come into the office if the employee is located near one
• We minimize meeting burnout by having purposeful meetings 
• The employee will have the support of their management and leadership to make decisions 
• Regular meetings with the employee's manager, set by the employee's cadence 
• The employee will have clear paths for career advancement, meaningful and achievable goals
• We are constantly evaluating our processes to ensure we are working together to make our environment work for us
• We work within traditional on-prem infrastructure, while also having the opportunity to work with AWS, Terraform, Ancible, kubernetes and other technologies
• The employee will understand how their role serves the end users
• We have a detailed onboarding plan and process to ensure that you are exposed to the platform before you are expected to begin work on it
• We are constantly evaluating our alerting and monitoring tools to reduce alert fatigue
• We run our incident response with the expectation that only the people working the incident are on the call. We do not allow non-technical people on the call with our technical team unless they are directly responding to a call. We have a communication officer that handles communication to outside teams.

PerfectServe offers unified healthcare communication solutions to help physicians, nurses, and care team members provide exceptional patient care. PerfectServe’s cloud-based solutions enhance patient safety and reduce provider burnout by automating workflows, speeding time to treatment, optimizing shift schedules, empowering nurse mobility, and engaging patients in their own care.