Job description

Be at the Forefront of the Agentic AI Revolution

At Skan AI, we are pioneering the context engine for human and agentic execution, bringing context from enterprise operators, systems, and processes to power how the world's largest organizations execute their most complex, mission-critical work.

Why Skan AI

We're in hyper-growth mode at exactly the right moment in history. As enterprises race to adopt agentic AI, we're uniquely positioned to deliver the clear signal they desperately need: a platform that trains and grounds AI Agents in trillions of real execution signals, enabling reliable, compliant automation of their most complex processes.

Backed by Dell Technologies Capital and other leading investors, we're the only company that can bridge the gap between AI's promise and enterprise reality, making us perfectly positioned to define the agentic era for modern enterprises.

Our diverse, collaborative team of 250+ innovators is solving category-defining challenges at the intersection of AI, process intelligence, and enterprise work. Diverse perspectives fuel breakthrough thinking, cross-functional collaboration is the norm, and our work directly transforms how Fortune 500 companies operate. We are shaping the future of work itself.

Who are we looking for

We are seeking a dedicated and proactive Site Reliability Engineer (SRE) & Support Specialist to ensure the robust health, stability, and availability of our infrastructure across all customer environments. This role is critical for maintaining optimal uptime for our core Skan components (VA, Cloud, and Gateway) and will serve as the primary technical point of contact for customers regarding technical issues, incidents, and service requests.

Key Responsibilities

System Health, Monitoring, and Automation

Maintain the overall health, stability, and 24/7 availability of infrastructure across all customer environments.
Proactively set up, monitor, and automate internal alerts and monitoring processes to ensure continuous oversight of system performance.
Proactively resolve or escalate performance and availability issues to the appropriate internal teams.
Ensure optimal uptime for the three core Skan components (VA, Cloud, and Gateway) through constant monitoring and proactive intervention.

Incident Management & Support

Serve as the first point of contact for all incoming technical issues, incidents, and service requests from customers.
Manage the full incident lifecycle, including defining clear escalation paths, ensuring timely resolution, conducting thorough Root Cause Analyses (RCAs), and leading post-incident reviews.
Develop and maintain clear support documentation and knowledge base articles for common issues.

Qualifications & Skills

Experience

3-5 years in an SRE, DevOps, System Administration, or Technical Support role, preferably in a cloud-native environment.

Technical Proficiency

Experience with monitoring and alerting tools such as Prometheus, Grafana, Nagios, or the ELK Stack.
Proficiency in Linux/Unix operating systems and command-line tools.
Familiarity with cloud platforms like AWS, Azure, or GCP.
Understanding of containerization technologies like Docker and Kubernetes.
Scripting skills for automation using Python, Bash, or similar languages.
Knowledge of networking concepts and troubleshooting.
Basic database administration skills.

Core Competencies

Problem-Solving: Strong analytical and problem-solving skills to diagnose and resolve complex technical issues efficiently.
Proactive Mindset: Ability to anticipate problems and implement preventive solutions before they escalate into incidents.
Customer Service: A strong commitment to providing excellent customer service and technical support to both internal and external stakeholders.
Communication: Excellent verbal and written communication skills for effective interaction during incident management.

Why Join Skan.ai? At Skan, we foster a culture of innovation, continuous learning, and customer success. If you’re a proactive problem-solver eager to ensure the stability and reliability of enterpriselevel infrastructure, we’d love to hear from you.

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