As part of the ThoughtSpot SRE team, you will not only ensure service reliability but also act as a trusted partner for our customers by providing timely updates, meaningful solutions, and proactive improvements. If you are passionate about ownership, customer success, and building resilient systems, this role is for you.

Responsibilities

• Act as the primary point of contact for customer-facing issues, ensuring a customer-first approach to troubleshooting, debugging, and diagnosis.

• Provide timely, accurate, and clear updates to customers, meeting SLAs and driving issues through to resolution.

• Create and maintain knowledge-base articles to empower customer self-service and improve support efficiency.

• Maintain, monitor, and troubleshoot ThoughtSpot cloud infrastructure using tools like Grafana, Prometheus, and other monitoring solutions.

• Collaborate with Engineering teams to define and implement tools that enhance debuggability, supportability, availability, scalability, and performance.

• Participate in on-call rotations, lead incident reviews, and conduct root cause analyses to ensure continuous improvement.

• Develop and implement automation and best practices to streamline operations and strengthen system reliability.

• Understand and apply NetOps and SecOps principles for cloud and on-premise deployments.

• Contribute to improving the overall customer experience by translating complex technical issues into clear, concise updates.

What You’ll Bring

• B.S. in Computer Science or equivalent relevant experience.

• Proven experience in troubleshooting Linux systems and managing virtualization & cloud platforms (VMware, AWS, Azure, GCP).

• Hands-on experience with Grafana or similar monitoring tools (e.g., Prometheus, Datadog, Splunk).

• Strong problem-solving and algorithmic thinking with a solid understanding of system internals.

• Prior experience in enterprise customer support, including on-call rotations and incident management.

• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical stakeholders.

• Familiarity with automation, scripting, and programming languages such as Python, Go, Java, or C/C++.

• Exposure to infrastructure and service monitoring frameworks, and the ability to analyze data to ensure high availability.

• Strong collaboration skills, with the ability to work independently and cross-functionally in fast-paced environments.

What makes ThoughtSpot a great place to work?

ThoughtSpot is the experience layer of the modern data stack, leading the industry with our AI-powered analytics and natural language search. We hire people with unique identities, backgrounds, and perspectives—this balance-for-the-better philosophy is key to our success. When paired with our culture of Selfless Excellence and our drive for continuous improvement (2% done), ThoughtSpot cultivates a respectful culture that pushes norms to create world-class products. If you’re excited by the opportunity to work with some of the brightest minds in the business and make your mark on a truly innovative company, we invite you to read more about our mission, and apply to the role that’s right for you.

ThoughtSpot for All

Building a diverse and inclusive team isn't just the right thing to do for our people, it's the right thing to do for our business. We know we can’t solve complex data problems with a single perspective. It takes many voices, experiences, and areas of expertise to deliver the innovative solutions our customers need. At ThoughtSpot, we continually celebrate the diverse communities that individuals cultivate to empower every Spotter to bring their whole authentic self to work. We’re committed to being real and continuously learning when it comes to equality, equity, and creating space for underrepresented groups to thrive. Research shows that in order to apply for a job, women feel they need to meet 100% of the criteria while men usually apply after meeting 60%. Regardless of how you identify, if you believe you can do the job and are a good match, we encourage you to apply.