Site Reliability Engineer, Resware

At Qualia, we've built the leading B2B real estate technology that transforms the home buying and selling experience into a simple, secure, and enjoyable process. Our SMB and Enterprise products bring together users from across the real estate ecosystem---homebuyers and sellers, lenders, title and escrow agents, and real estate agents---onto a single shared digital closing platform, providing greater clarity and transparency to real estate transactions. Today, through our business customers across the country, millions of consumers use Qualia to close on homes every year.

As a Site Reliability Engineer at Qualia, you will be a critical guardian of our core Resware systems and associated internal workflows. Your primary mission is to ensure the lights stay on, services remain robust, and our operational processes are well-understood and continuously improved. You won't just be fixing issues; you'll be investigating them to their root cause, understanding their impact on the broader ecosystem, and implementing solutions that prevent recurrence. This role is pivotal in maintaining the trust of our users and providing a stable foundation as Qualia undergoes a modernization initiative. You'll be the expert diagnostician for complex challenges within our .NET classic, Windows-based, on-premise software environment, and a key player in identifying opportunities to enhance reliability and reduce future operational burdens.

Operational Excellence & Service Continuity:

• Troubleshoot & Resolve Critical Issues: Investigate, diagnose, and resolve complex technical issues in production and internal environments, particularly those related to SQL Server (upgrade scripts, index performance), Windows Server/IIS configurations, and our core Resware application (including "mothership" centralized processes and services).
• Internal Tooling Stewardship: Own the maintenance, support, and enhancement of existing internal R&D tools. Research their purpose, understand their function within the larger development lifecycle, and ensure they remain effective and reliable.
• Installer Management: Oversee the stability and functionality of the Resware installer, addressing any bugs or issues that arise during deployment or upgrades.
• Incident Management & Root Cause Analysis (RCA): Lead or significantly contribute to the RCA process for incidents, ensuring that learnings are captured and preventative measures are identified and implemented.
• Proactive Monitoring & Alerting: Collaborate with the team to refine monitoring solutions, ensuring early detection of potential issues before they impact users or internal operations.

System & Process Improvement:

• Documentation & Knowledge Transfer: Meticulously document systems, processes, and troubleshooting guides to build a comprehensive knowledge base, reducing knowledge silos and enabling faster resolution of future issues.
• Identify Automation Opportunities: While not primarily an automation role, keenly identify repetitive tasks, system inefficiencies, or areas prone to error that could be candidates for automation by the broader R&D team (e.g., DevOps engineers).
• Contribute to Stability by Design: Provide feedback from an operational perspective to development teams, helping to ensure new features or changes are designed for stability and maintainability.
• Process Optimization: Analyze existing operational procedures, identify bottlenecks or areas for improvement, and propose practical solutions to enhance efficiency and reliability.

Customer & Outcome Focus:

• Understand Business Impact: Prioritize issues based on their potential impact on customers (internal and external) and business operations.
• Collaborative Problem Solving: Work closely with other R&D team members, support teams, and IT to resolve issues and improve system health.
• Effective Communication: Clearly communicate technical issues, proposed solutions, and project status to both technical and non-technical stakeholders.

• Proven Experience: Demonstrated experience (typically 5+ years) in a Technical Support Engineer (Tier 3+), Systems Engineer, Site Reliability Engineer (SRE), or similar role focused on maintaining and troubleshooting complex software systems.
• Technical Acumen:
• Solid understanding of Windows Server environments and IIS configuration/management.
• Proficiency with .NET framework applications (ability to understand code, debug, and diagnose issues, even if not actively developing new features).
• Familiarity with scripting and IaC languages (e.g. PowerShell, Terraform) for diagnostics and minor automation tasks.
• Strong expertise in Microsoft SQL Server administration, troubleshooting (query optimization, indexing, upgrade scripts).
• Familiarity with Azure and cloud services.
• Problem Solver & Analytical Thinker: You are driven to understand the "why" behind problems, not just apply surface-level fixes. You possess strong analytical and diagnostic skills, with an ability to think strategically about long-term solutions.
• Documentation Champion: You believe in the power of good documentation and have experience creating and maintaining technical documentation.
• Excellent Communicator: You can articulate complex technical concepts clearly and concisely to diverse audiences.
• Customer Service Orientation: You are dedicated to providing excellent service and support to internal teams and, by extension, Qualia’s customers.
• Resware/Title Industry Experience (Highly Desirable): Prior experience with Resware or within the title and escrow industry would be a significant advantage, allowing you to understand the context of our tools and customer needs more quickly.
• Proactive & Takes Ownership: You don't wait for issues to find you; you are proactive in identifying potential problems and taking ownership to drive them to resolution.
• Collaborative Approach: You thrive in a team environment and understand the importance of collaboration to achieve common goals.

We are a remote-first development organization that values flexibility in how our teams work. In addition to supporting fully remote roles, we have offices in Austin and San Francisco, with a hybrid option available for those who live near an office and prefer in-person collaboration.

This role has a base annual salary of $130,000-$140,000  plus a competitive equity and benefits package. (Salary to be determined by relevant experience, location, knowledge, and skills of the applicant, internal equity, and alignment with market data.)

Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real-world problems---and we're growing quickly. In order to continue building an engaging and dynamic organization, we're committed to giving everyone the support they need to do great work.

Our benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, and a variety of internal virtual events to keep employees connected.

We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal-opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status.

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