Principal Site Reliability Engineer (m/f/x)

As the Principal Engineer championing Resiliency, you'll be the driving force behind how commercetools prepares for, responds to, and learns from operational incidents at scale. Our customers rely on us for mission-critical commerce infrastructure, including during their highest-stakes moments of the year, like Black Friday. You'll own the discipline of resiliency end-to-end: mature incident management, strong operational visibility, data-driven process improvement, and organization-wide readiness for peak-traffic events.

Responsibilities

Own the discipline of resiliency end-to-end: mature incident management, strong operational visibility, data-driven process improvement, and organization-wide readiness for peak-traffic events; Standardize Incident Management: Build and champion intuitive, end-to-end processes for incident detection, response, communication, and postmortems across the company; Enhance System Visibility: Develop clear, real-time metrics, dashboards, and signals to track system health and incident trends; Drive Data-Backed Improvements: Use operational data to find process gaps, partnering with product engineering teams to fix them; Own Peak-Event Readiness: Scale and lead the organization-wide readiness program for massive traffic spikes like Black Friday; Lead Cross-Team Initiatives: Identify resilience gaps, collaborate with infrastructure/product teams on solutions, and turn ideas into concrete technical outcomes; Cross-Functional Collaboration: Partner closely with engineering leadership, Staff Engineers, and domain-specific Principal Engineers (Cloud, Security, API, Architecture, Performance); Foster Knowledge Sharing: Drive organizational communication, documentation, and training around resiliency and operational excellence

Requirements

7+ years driving incident management/operational excellence; 5+ years leading org-wide resiliency and reliability initiatives; Proven track record of managing and scaling systems for high-stakes, multi-team operational events (e.g., Black Friday, major launches); Strong ability to analyze metrics to diagnose technical issues and measure process improvements; Ability to evaluate both technical bugs and the organizational/human dynamics behind them; Demonstrated success managing large-scale initiatives that span multiple engineering teams in an Agile environment; Fluent English with exceptional written and verbal communication skills; High self-awareness, a strong customer focus, and a passion for mentoring others and learning new technologies

Nice to have

Experience running technical training or onboarding

Benefits

Comprehensive health benefits for you and your dependents, including access to OpenUp for personalized mental health support; Learning and development opportunities including an annual learning budget, access to self-paced learning platforms and language training, personalized coaching, mentorship, and leadership programs; Family Leave Plus gives you additional fully paid weeks of parental leave on top of government-provided leave; Equity participation program allows you to share in our success