Site Reliability Engineer

About Intermedia

Are you looking for a company where YOUR VOICE is heard? Where can you MAKE A DIFFERENCE? Do you
THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREAT
PEOPLE and create SUCCESS TOGETHER? Then Intermedia is the place for you.
Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows
companies to connect better. We have a strong track record of growth, profitability, and creating an environment
where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won’t
be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great
cloud technology. What’s more, we always look to promote from within and have many employees who have been
with us 10, 15, and 20+ years!

**_Culture at Intermedia is built on teamwork and transparency. We hold each other accountable and always have each other’s back!

While primarily remote , this role requires occasional visits to the office in Coimbra or in Aveiro. We plan to open an office in Porto in the future. This approach gives team members the flexibility to work remotely while also coming together in the office for collaboration and teamwork.
_
Are you ready to make your mark?**

About the Role

We are looking for a Site Reliability Engineer (SRE) to provide confidence to our customers that our systems will be
available at all times. As we continue the global expansion of our product deployments, this role will help strengthen
our core SRE function and support the integration of Voice/Unified Communications (UC) services with AI-powered
capabilities. You will work across production infrastructure, real-time communications, and AI-dependent services to
improve reliability, scalability, observability, and customer experience while collaborating with global, crossfunctional teams.

What you will be doing:

• Run and improve production environments by monitoring availability and taking a holistic view of system health.
• Build software, automation, and systems to manage platform infrastructure and applications.
• Improve reliability, quality, scalability, and time-to-market across our suite of cloud software solutions.
• Measure and optimize system performance, identifying capacity constraints, failure modes, and performance
bottlenecks before they affect customers.
• Provide operational support and engineering for large, distributed applications and services.
• Gather and analyze operating system, application, network, and service metrics to support performance tuning
and fault isolation.
• Partner with development teams to improve services through rigorous testing, release procedures, and
production-readiness practices.
• Participate in system design, platform management, capacity planning, incident response, and post-incident
improvement.
• Create sustainable systems and services through automation, infrastructure improvements, and reduction of
operational toil.
• Balance feature delivery and reliability using well-defined service level indicators, service level objectives, and
error budgets.
• Improve the reliability of Voice/UC platforms and integrations, with attention to real-time signaling and media
flows, call quality, latency, jitter, packet loss, failover, and end-to-end service availability.
• Partner with Voice/UC and AI engineering teams to operationalize AI-enabled communications capabilities
such as speech recognition, transcription, summarization, intelligent routing, conversational assistance, and
text-to-speech where applicable.
• Build observability for end-to-end Voice/UC + AI service paths, correlating communications telemetry with
application, infrastructure, and AI-service metrics to accelerate detection and root-cause analysis.
• Design and test graceful degradation, dependency isolation, retry/fallback patterns, and recovery procedures
so core communications remain resilient when AI or downstream services are impaired.
• Automate validation and production-readiness checks for Voice/UC + AI integrations, including performance,
scale, reliability, and release verification.

What you will bring to the role:

• Bachelor degree in computer science or another highly technical or scientific discipline, or equivalent practical
experience.
• 4-7 years of experience in technical roles involving production operations, systems engineering, SRE/DevOps,
CI/CD implementation, software deployment, and maintenance of production systems.
• Experience with Agile methodologies, DevOps practices, CI/CD pipelines, infrastructure automation, and
production monitoring/observability.
• Experience with distributed systems, cloud infrastructure, containers, and dynamic resource management
frameworks such as Kubernetes.
• Experience with distributed storage technologies such as NFS, HDFS, or S3, or comparable cloud storage
technologies.
• Hands-on troubleshooting skills across Linux, applications, networks, APIs, and distributed service
dependencies.
• Working knowledge of Voice/UC or real-time communications concepts, including technologies such as SIP,
RTP/SRTP, WebRTC, SBCs, media services, or equivalent communications platforms.
• Experience supporting or integrating AI-enabled services, APIs, or workflows; familiarity with operational
considerations for speech/voice AI, machine-learning services, or LLM-based applications is preferred.
• Ability to use metrics, logs, traces, and service-level indicators to diagnose complex production issues and
drive measurable reliability improvements.
• A proactive approach to spotting problems, areas for improvement, and performance bottlenecks, with strong
cross-functional communication skills.

Diversity, Inclusion, and Equal Opportunity

We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without
regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical
or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our
Code of Conduct as “Protected Classes”). We do not tolerate employment discrimination in the workplace, and we
are committed to making reasonable accommodations for identified disabilities or other limitations as required by all
applicable laws. We are an equal opportunity employer and value diversity at our company. We do not discriminate
on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or
disability status.