EdgeUno

QA Automation Engineer

• Define and implement SLOs, SLIs, and reliability practices across cloud services
• Build and maintain observability environments using Prometheus, Grafana, Alertmanager, Loki, and related tooling
• Reduce operational toil through automation and infrastructure engineering initiatives
• Support incident management processes, post-mortems, runbooks, and operational workflows
• Collaborate on Kubernetes operations, cluster lifecycle management, and infrastructure scalability
• Implement GitOps workflows using tools such as ArgoCD, Flux, and Infrastructure-as-Code frameworks
• Design and develop AI-powered operational tools and internal assistants
• Build automation workflows integrating cloud APIs, ticketing systems, Slack, dashboards, and operational platforms
• Integrate LLMs and AI services into internal workflows using APIs and RAG architectures
• Develop AI-driven reporting, incident summarization, and operational intelligence solutions
• Evaluate and prototype agentic AI frameworks and automation platforms
• Develop Infrastructure-as-Code environments using Terraform, Ansible, and related technologies
• Build CI/CD pipelines and infrastructure validation workflows
• Automate provisioning, upgrades, monitoring, and infrastructure operations across distributed environments
• Improve deployment reliability and operational visibility across cloud services
• Help establish SRE best practices across engineering teams
• Collaborate with infrastructure, support, operations, and leadership teams to identify automation opportunities
• Maintain clear technical documentation for systems, workflows, and operational processes
• Support tooling evaluation and technical decision-making related to cloud infrastructure and AI operations

SRE, AI Automation Engineer

Customer Support

• Lead the integration of the CX and NOC functions into a unified Customer Support organization
• Define the support vision, service model, and operating principles for EdgeUno’s post-sales organization
• Oversee 24x7 operational support capabilities as needed
• Define what great support looks like from the customer perspective across incidents, requests, escalations, and ongoing communications
• Redesign support-related processes end-to-end

Director, Customer Support – Service Operations

• Lead the integration of the CX and NOC functions into a unified Customer Support organization
• Create a support organization that balances technical excellence, customer empathy, speed, consistency, and scalability
• Oversee 24x7 operational support capabilities as needed
• Improve incident management, event handling, escalation management, communications, service restoration, and post-incident review
• Drive better operating performance across MTTR, recurrence rates, aging backlog, monitoring effectiveness, and escalation quality
• Define what great support looks like from the customer perspective across incidents, requests, escalations, and ongoing communications
• Redesign support-related processes end-to-end, including ticket lifecycle, incident management, escalation management, service recovery, handoffs, root cause review, and knowledge management