Site Reliability Engineer (SRE)- B2B Travel


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About the job
 As a Site Reliability Engineer, you will be focused on the availability, reliability and operational excellence of Hopper's B2B Travel offerings. We're looking for passionate engineers that enjoy partnering with product development teams to build, deploy and maintain solutions for our customers and business partners. You will leverage your understanding of public cloud architecture applied to Hopper's software stack, to design and implement solutions that are secure, scalable and operationally sound. 
Are you ready to come help architect the future Hopper with us? The perfect candidate will possess the ability to discuss complex technical concepts with a diverse audience across all areas of the organization. They will remain calm under pressure and always strive to effectively add structure to high-pressure, fast paced tasks or projects.

In This Role You Will

  • Ensure the availability and reliability of all travel portals.
  • Ensure adequate documentation and training on site reliability measures for all on-call engineers in the B2B Travel organization
  • Seek out opportunities for improving our customer experience by measurably driving down time to detection and resolution of incidents- Identify parts of our system that will not scale or meet future reliability requirements and provide actionable solutions to these shortcomings.
  • Understand customer impact of outages, handle escalations, troubleshoot and resolve incidents.
  • (Participate in on-call rotation as needed)- Collect and analyze technical troubleshooting evidence 
  • Act as a subject matter expert for the product development team
  •  Act as the customer advocate for application quality and reliability
  • Collaborate with our Site Reliability Engineering (SRE) teams to drive high-quality production and respond to outages to minimize impact on customers.  Collaborate with B2B partner technical teams to improve our overall operational readiness

An Ideal Candidate Has:

  • Experience running a mission-critical business service at scale
  • Experience defining and implementing Service Level Indicators and Service Level Objectives that reflect customer experience and impact
  • Experience maintaining error budgets and using them to inform product work - Expertise with GCP and/or AWS.
  • Experience using and supporting gRPC, OpenAPI or other frameworks to facilitate microservice development
  • Experience working with configuration, CI/CD and orchestration technologies (such as Kubernetes, Mesos, Ansible, etc)
  • Fluency in least one modern programming language (Python, Go, Scala, etc)
  • Experience monitoring services and infrastructure, log collection, analytics, and application performance monitoring (APM)
  • Knowledge of professional software engineering practices & best practices for the full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations
  • Strong background in Site Reliability Engineering, DevOps, Software Engineering or Systems Engineering
  • A strong bias to impactful action, including an eagerness to automate
  • Excellent verbal and writing skills and the ability to use influence as effectively as direct control

A Plus If You Have

  • Working Knowledge of Terraform, Vault and other DevOps/Service tools
  • Experience mentoring and training other team members
Despite the pandemic’s impact on the travel industry, Hopper has emerged stronger than ever. As the travel industry continues to rebound, Hopper has seen its valuation more than double since early 2020, reflecting the strength of our mobile-only marketplace and the value customers are deriving from our proprietary suite of fintech offerings. 
Here are just a few stats that demonstrate our recent growth:
- Hopper’s valuation is now over $3.5B, reflecting the strength of its mobile-only marketplace and value customers are deriving from the company’s proprietary suite of fintech offerings.
- Based on its current run rate, Hopper is pacing towards 330% revenue growth compared to last year, and it has already surpassed its pre-pandemic revenue peak from Q1 2020 by over 100%.
- Hopper has over 60 million downloads, consistently ranks as one of the most downloaded travel apps, and now has a larger air travel market share in North America than it did before the pandemic (source: MIDT). 
- The company is on track to surpass $1.5 billion in travel sales this year, with 40% coming from the hotel and car rental categories. 
- Hopper’s fintech offerings, such as Price Freeze and Rebooking Guarantee, now represent 50% of its revenue. 
- Given the success of its travel fintech, Hopper recently launched a B2B initiative called Hopper Cloud, where any travel provider can unlock a totally unique revenue stream by seamlessly integrating and offering Hopper’s travel fintech. The industry opportunity for Hopper Cloud is enormous as projections estimate that if all travel distribution channels offered travel fintech, it could increase the total consumer spend for the sector by $200 billion annually.
All this recent growth is just the beginning. There are still so many new opportunities we’re excited to tackle in the next year!
Job region(s): Asia/Pacific
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