About Trengo At Trengo, our mission is to replace repetitive work with meaningful conversations. We're building the world's smartest AI-powered customer engagement platform, unifying every communication channel into a single, seamless inbox. Our goal is simple: to help businesses create moments of customer delight. As we continue our rapid growth, the quality, reliability, and scalability of our platform are the foundation of our success. We are a team that values bold experimentation, deep ownership, and a relentless focus on creating an exceptional user experience. This is your opportunity to help shape the future of customer communication. With a Series A investment of $36M led by Insight Partners and Peak Capital and becoming one of the four official WhatsApp Business Solutions Providers in the Netherlands, we empower our customers to scale their businesses and optimize the channels their clients truly prefer. The Role This isn't your typical "keep the lights on" SRE role. We're looking for an engineer who is passionate about product quality and sees reliability as a core feature, not an afterthought. You are a builder, a problem-solver, and a strategic thinker who will be a critical partner in our most important technical initiative: evolving our core platform from a monolith into a modern, event-driven system of well-connected modules. You will be empowered to influence our architecture, elevate our engineering standards, and build the systems that ensure our AI-powered platform is not just innovative, but also flawlessly reliable and exceptionally performant. You’ll be the bridge between infrastructure and product, ensuring every line of code contributes to a world-class customer experience. What You'll Do * Own Product Reliability End-to-End: Proactively hunt down and eradicate performance bottlenecks, sources of latency, and elusive user-facing bugs within our SaaS application. Your goal is to solve problems before our customers even notice them. * Define What Quality Means: Develop and own the Service Level Objectives (SLOs) and Service Level Indicators (SLIs) that truly matter. You'll ensure these metrics directly map to customer satisfaction and guide our engineering priorities. * Champion Deep Observability: Go beyond basic monitoring. You will enhance our monitoring, logging, and tracing capabilities to create a rich, high-fidelity picture of our system's health, providing actionable insights to the entire engineering team. * Build Self-Healing Systems: Design and implement auto-healing and self-remediating systems that make our platform more resilient. You'll automate away the toil, allowing us to focus on innovation. * Accelerate Developer Velocity: Evolve our CI/CD pipelines to be faster, more reliable, and safer. You will build the "paved road" that enables our developers to ship high-quality code with unwavering confidence using GitHub Actions. This includes implementing and refining "fast revert" strategies to make fear of failure a thing of the past. * Be a Guardian of Architectural Evolution: Act as a key engineering partner in our strategic initiative to decompose our Laravel-based monolith. You will guide teams in building out new modules within a modern, event-driven architecture. * Set the Standard for New Services: Provide hands-on expertise on building scalable, reliable, and observable services from the ground up, embedding best practices into our engineering DNA from day one. What You Bring * You have 5+ years of experience in Site Reliability Engineering, DevOps, or a related software engineering field, with a demonstrable impact on system reliability and performance. * You possess a product-oriented mindset. You're not just managing infrastructure; you're constantly thinking about how your work impacts the customer experience. * Your background is strong in software engineering, with the ability to write clean, effective code for automation and infrastructure management. * You have deep experience with cloud platforms, particularly AWS, and understand how to build and scale services within a cloud-native environment. * You are a proactive, learning-oriented individual. We value your passion for growth and deep technical aptitude just as much as your years of experience. You are someone who is always asking "why" and "how can we make this better?" * You have experience with or a strong desire to guide the evolution of a monolithic application into a more modular, event-driven system. * Excellent communication skills and the ability to partner effectively with development teams are a must. Our Tech Stack We use the best tools for the job, and we're always evolving. Here’s a look at our current environment: * Cloud: Amazon Web Services (AWS) * Backend & Services: Laravel, NodeJS, MySQL, MongoDB * AI/ML: OpenAI, AWS Bedrock * Integrations: Nylas Email API * Observability: Grafana is our primary interface for observability, and we are moving towards OpenTelemetry for standardized data collection. We use Prometheus where we run Kubernetes. * CI/CD & Automation: GitHub Actions, Terraform Why You'll Love Working With Us * High-Impact Work: This is a mission-critical role. The work you do here will directly impact our company's success and our ability to scale. You'll be solving our most complex and interesting challenges. * Ownership and Autonomy: We believe in hiring great people and giving them the space to do their best work. Our culture is built on "true agility," focusing on outcomes, not ceremonies. * A Culture of Innovation: We are a forward-thinking company that thrives on tackling hard problems. You'll be surrounded by smart, passionate colleagues in a diverse, international environment where you are encouraged to experiment and learn. * Career Growth: As we scale, you'll have unparalleled opportunities to grow your skills, take on more responsibility, and advance your career. We support this with a dedicated education budget and paid days off for courses. * Work-Life Balance: We trust our people and offer flexible hours, a hybrid work model, and the ability to work from anywhere in the world for up to 60 days a year. All on top of 28 vacation days to rest and recharge. If you believe you're a strong fit for the SRE, Product Quality , we’d love to hear about your motivation in a cover letter! #LI-Hybrid #LI-MT1