CertifID

The Support Specialist will handle inbound inquiries via phone, email, and chat, ranging from general how-to questions to complex technical debugging. They will also foster customer relationships, maintain the knowledge base, and collaborate with cross-functional teams to drive product improvements.

You will design, build, and maintain scalable data models and ELT pipelines to serve as the company's source of truth. Additionally, you will partner with cross-functional stakeholders to translate business questions into actionable data insights.

The Senior SRE will drive reliability improvements across the production SaaS environment by defining SLIs/SLOs and building scalable infrastructure patterns. They will also design autonomous AI agents for monitoring and lead incident response efforts including blameless postmortems.

This role is fundamentally commercial, requiring the manager to proactively identify, develop, and close expansion opportunities across their portfolio through upselling and renewal negotiations. The manager will also own the full post-sale lifecycle for enterprise and mid-market accounts, focusing on onboarding, adoption, retention, and serving as a strategic partner.