631 day(s) ago

Site Reliability Engineering Manager vacancy at Customer.io

Negotiable salary

Remote worker location: Worldwide
English: Advanced, Upper Intermediate, Native Speaker
Experience: 3+ years
Employment: Full-time


United States, Portland
Customer.io strengthens the relationship between subion businesses and their customers by sending meaningful messages at the time they're most likely to be engaged.
Our mission at Customer.io is to power automated communication that people like to receive. Today over 2,300 internet businesses use Customer.io to manage, send, and track performance of email, SMS, and push notifications. Unlike typical marketing platforms, Customer.io helps businesses increase relevance by using behavioral data: what people do or don’t do when logged in to a web or mobile app.

General overview of the role

Hi, I'm Matthew, CTO at Customer.io. I'm looking for a Site Reliability Engineering Manager to join our growing Engineering Management team.

At Customer.io, Site Reliability Engineering (SRE) are the folks that help keep our production systems running and secure. As the SRE Manager, you will be responsible for ensuring that the team meets this mandate. You will do this by providing structure and direction to a talented team of SREs through people management, career guidance, and overall project management.

Our small, remote-first team is fun-loving, passionate, and highly effective. We have an experienced group of engineers, strong technical leads, a proven architecture, and a track record of delivering major improvements with stability. Members of our site reliability team have backgrounds in a wide variety of industries, from Telecom to Gaming, and we believe that embracing our unique perspectives and expertise is key to our success as a collaborative team.


Ensure that core infrastructure pieces are designed, built, and maintained to allow Customer.io scaling to support real-time processing and delivery of billions of messages
Plan the growth of Customer.io’s infrastructure
Use data to make informed decisions about priorities, and to measure the cost of problems and the impact of solutions
Improve the deployment process to make it as boring as possible
Ensure monitoring and alerting trigger on symptoms, in advance of outages
Be on the escalation path of our on-call rotation to respond to Customer.io availability incidents and provide assistance for our customers team
Mentor, nurture, and grow a team of SREs
Champion our culture. We strive to be inclusive, cooperative, and empathetic
Recruit and hire new team members, with an emphasis on increasing our diversity
Work directly within your squad to create accountability for delivery timelines, promote healthy work culture, and ensure system reliability and uptime


Experience as a Site Reliability Engineering Manager in the SaaS industry
Genuine excitement about managing and developing people. While you started as an SRE, you've committed to management as your career path
Experience in managing and working with RDB systems, preferably MySQL
A solid understanding of problems of scalability and experience deploying and managing distributed applications on cloud infrastructure
Deep knowledge of UNIX environments and ability to apply modern collaborative development practices
Strong technical foundation in database technologies, distributed systems, and scaling solutions
Ideally, you've had an opportunity to manage your reports remotely, but this is not a requirement
Located in North/South America hours (UTC -4 to -7)

Perks & Benefits

20 days PTO - we offer 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge
100% medical, dental, vision, and supplemental insurance for you and your dependents
12 weeks paid parental leave - for birth, adoption, or foster care
Health and wellness allowance - Up to $200 USD per month that can be used for your healthy living needs, including gym membership, acupuncture, massage, or bike repairs
Home office stipend - Up to $2,000 USD to help you get your home office set up so you can do your best work
Internet + cell phone reimbursement - Up to $200 USD per month for your internet and cell phone plans
Co-working space reimbursement - Up to $300 USD per month for those times you'd prefer to work in a co-working environment
Professional development allowance - Up to $2,000 USD reimbursement per year to use on conferences, books, classes, or workshops - anything that will help you develop your skills
1 month paid sabbatical after four years at Customer.io - to treat yourself to a vacation, or spend however you choose
Company retreats twice a year - we typically get together IRL every spring and fall, but most recently had an amazing virtual retreat!
Flexible schedule, work anywhere you want! - as long as you have a reliable internet connection and some overlapping work time with your manager, you can work where and when you want

Other information

All final candidates will be asked to complete an employment and education verification authorization form (which allows us to verify your job history and education listed on your resume) as part of our pre-employment process.

Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.

How to apply?

Apply at the link below and tell us why you're interested in the position! In your cover letter, be sure to tell us the title of the last book you read. There is no advantage to applying early so put your best foot forward. We plan to respond to all applicants by February 1 with a status update about your application.

Here's what you can expect from our hiring process (order is subject to change):

30 minute video call with our Recruiter & Onboarding Specialist
45 minute video call with Kitt, our Engineering Manager
45 minute video call with two potential teammates (PM and/or Eng)
Project scenario call with PM & Engineer
Interview with Matthew, our CTO

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