Site Reliability Engineer (Incident Manager) at Arkose Labs

<div class="content-intro"><p>Arkose Labs is on a mission to create an online environment where all consumers are protected from spam and abuse. As a Fast Company 2025 Best Workplace for Innovators, we provide a proactive fraud deterrence platform, Arkose Titan, designed to neutralize modern attacks powered by Agentic AI and LLMs. By combining proprietary intelligence with dynamic friction, we undermine attacker ROI to protect global giants like Microsoft, Meta, and Roblox. Headquartered in San Mateo, CA, we maintain a global presence across APAC, Central and South America, and EMEA.</p></div><h2><strong><span style="font-size: 12pt;">About the Role</span></strong></h2> <p><span style="font-size: 12pt;">As a Livesite Engineer, you'll own the reliability and operational health of our live production environment. You'll take incidents from detection to resolution, lead post-mortems, manage release changes for your services, and drive platform improvements that reduce toil and improve resilience. You're the primary on-call for your domain and a go-to escalation point for more junior engineers on the team.</span></p> <p><span style="font-size: 12pt;">The role is based in Brisbane and can be fully remote or hybrid. You'll work primarily within AEST business hours, with some structured overlap with our India and US-based teams.</span></p> <h2><span style="font-size: 12pt;">What You'll Be Doing</span></h2> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Monitor the live production environment to proactively identify potential issues or anomalies before they become incidents.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Respond to P1/P2 alerts and outages — take ownership from detection through resolution, not just escalation.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Serve as incident commander for the company: manage war-room communications, drive diagnosis, and coordinate cross-functional responders.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Manage customer-facing P1 communications — provide clear, timely stakeholder updates and prepare post-incident reports.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Lead post-mortems and RCAs for significant incidents; own action items through to closure and share learnings with the team.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Own and maintain runbooks for your team's services; proactively identify gaps and close them before the next incident.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Own release management for your services — SCOPE change ticket submissions, approval coordination, and rollback planning.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Contribute to SLO/SLA definition for services you own; monitor and report against targets.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Develop and maintain automation scripts, tooling, and monitoring dashboards to reduce toil and improve MTTR.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Contribute to platform engineering efforts that improve reliability or operability.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Mentor Associate Livesite Engineers — pair on incidents, review their documentation, share institutional context.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Act as primary on-call for your service area and escalation point for Associates during their on-call shifts.</span></li> </ul> <h2><span style="font-size: 12pt;">What We Want From You</span></h2> <h3><span style="font-size: 12pt;">Must Have</span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Bachelor's degree in Computer Science, Information Technology, or a related field — or equivalent practical experience.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">3-5 years of experience as a Livesite Engineer, Site Reliability Engineer, Incident Manager, or in a comparable production operations role.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Solid knowledge of Linux/Unix systems, networking concepts (DNS, TLS, HTTP), and web technologies.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Proficiency in scripting languages (Python, Bash) for automation and tooling — you write scripts to solve real problems, not just edit existing ones.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Hands-on experience with monitoring and alerting tools (e.g., Splunk, Datadog, Prometheus, Grafana).</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Demonstrated ability to lead incident response — you've been the person driving toward resolution under pressure, not just a participant.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience owning or contributing to post-mortems — you know what a good one looks like and why it matters.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong communication skills: comfortable writing clear incident reports for customers and briefing non-technical stakeholders in real time.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Willingness to serve as primary on-call — schedule and allowances discussed at offer stage.</span></li> </ul> <h3><span style="font-size: 12pt;">Nice to Have</span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience with cloud platforms (AWS, Azure, GCP) and containerization (Docker, Kubernetes) — on-the-job development supported for the right candidate.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Familiarity with change management processes and tooling (e.g., Jira-based change tickets, release windows).</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience with incident management tooling (e.g., PagerDuty, FireHydrant).</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience in the fraud prevention or bot mitigation domain.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Prior experience mentoring or supporting junior engineers.</span></li> </ul> <h4><strong><span style="font-size: 12pt;">Why Arkose Labs?</span></strong></h4> <p><span style="font-size: 12pt;"><em>At Arkose Labs, our technology-driven approach enables us to make a substantial impact in the industry, supported by a robust customer base consisting of global enterprise giants such as Microsoft, Roblox, and more. We’re not just a company; we’re a collaborative ecosystem where you will actively partner with these influential brands, tackling the most demanding technical challenges to safeguard hundreds of millions of users across the globe.</em></span></p> <p><span style="font-size: 12pt;"><em>Why do top tech professionals choose Arkose Labs?</em></span></p> <p><span style="font-size: 12pt;"><strong><em>Cutting-Edge Technology: Our high-efficacy solutions, backed by solid warranties, attract leading, global enterprise clients.</em><em>Innovation and Excellence: We foster a culture that emphasizes technological innovation and the pursuit of excellence, ensuring a balanced and thriving work environment.</em><em>Experienced Leadership: Guided by seasoned executives with deep tech expertise and a history of successful growth and equity events.</em><em>Ideal Size: We’re structured to be agile and adaptable, large enough to provide stability, yet small enough to value your voice and ideas.</em></strong></span></p> <p><span style="font-size: 12pt;"><em>Join us in shaping the future of technology. At Arkose Labs, you’re not just an employee; you’re part of a visionary team driving global change</em></span></p> <p><span style="font-size: 12pt;"><em>The most recognizable brands in the world select Arkose Labs, including Roblox, Microsoft, Adobe, Expedia, Snap and Meta.</em></span></p> <p><span style="font-size: 12pt;"><em>We value your unique contributions, perspectives, and experiences. Be part of a diverse and high-performing environment that prioritizes collaboration, excellence, and inclusion. We hire the best, focus on their professional development, and offer support for continuing education.</em></span></p> <p><strong><span style="font-size: 12pt;">We value:</span></strong></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>People:</strong> first and foremost they are our most valuable resource. Our people are independent thinkers who make data driven decisions and take ownership and accountability in all the things they do.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Team Work.</strong> We demonstrate respect, trust, integrity, and communicate openly with a positive can do attitude and constructively challenge one another</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Customer Focus</strong>. We empathize with our customers and obsess about solving their problems</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Execution </strong>with precision, professionalism and urgency</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Security</strong>. It’s the lens through which we implement our processes, procedures, and programs</span></li> </ul> <p><strong><span style="font-size: 12pt;">Benefits:</span></strong></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Competitive salary + Equity</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Flexible hardware options (e.g. Mac, Linux)</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Flexible working hours to support personal well-being and mental health</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">EAP (Employee Assistance Program)</span></li> </ul> <p><span style="font-size: 12pt;">Arkose Labs is an Equal Opportunity Employer that makes employment decisions without regard to race, color, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, genetic information, or any other characteristic protected by applicable law. In addition, Arkose Labs will provide reasonable accommodations for qualified individuals with disabilities.</span></p> <p><span style="color: rgb(255, 255, 255); font-size: 12pt;">#LI-Hybrid</span></p> <p><span style="color: rgb(255, 255, 255); font-size: 12pt;">#LI-Associate</span></p> <p>&nbsp;</p>