Senior Technical Duty Officer

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Senior Technical Duty Officer in USA new

Box
Full time
Email

USA
10/24/2026
Report

Redwood City, CA

Responsibilities

Own and direct critical, blocker, and other high-severity live-site incidents through identification, escalation, mitigation, and recovery.
Lead incident bridges by refining customer-impact statements, assigning swim lanes, coordinating subject-matter experts, and driving rapid service restoration.
Develop and improve incident-platform tooling, automation, templates, workflows, and response processes to reduce operational overhead and mitigation time.
Partner with SRE and engineering teams to address operability gaps, dependencies, failure modes, observability, resiliency, and secure automated workflows.
Lead daily Jira change reviews and evaluate planned or emergency changes to minimize production risk.
Lead projects involving site resiliency, service manageability, observability, incident management, change management, and problem management.
Translate incident learnings into engineering improvements such as SLOs, signal-quality enhancements, rollback readiness, and dependency documentation.
Mentor and uplift the team through training, tabletop exercises, drills, and runbook improvements.

Requirements

5+ years of experience in SRE, production operations, reliability engineering, or equivalent high-scale internet or SaaS operations, including repeated major-incident leadership.
Demonstrated Incident Commander, Technical Duty Officer, or equivalent experience with escalation judgment, delegation, communication, and decision-making under uncertainty.
Strong practical knowledge of SLIs, SLOs, error budgets, observability, golden signals, blameless postmortems, toil reduction, and shared product-team ownership of operations.
Proficiency in Python for maintainable automation and tooling, including APIs, packaging or service-style tools, and code review.
Solid Linux/Unix troubleshooting experience and comfort with distributed application, data, network, and cloud systems.
Networking knowledge covering DNS, TLS, load balancing, HTTP, and basic routing and firewall concepts.
Experience with cloud environments; GCP is preferred, while AWS and Azure are also valued.
Experience with Kubernetes or equivalent container and orchestration technologies.
Excellent written and verbal communication, including executive-ready impact statements, incident-bridge facilitation, and trusted documentation.
Proven ability to coach and mentor others through training, runbooks, and drills.
Preferred experience includes 24x7 NOC/GTOC operations, Prometheus-compatible observability, distributed tracing, synthetic monitoring, PagerDuty, ChatOps, workflow automation, change management, dependency mapping, service catalogs, or Tier 1 journey documentation.
Additional preferred automation tools and languages include Go, shell, and Terraform.

Benefits

Assigned-office work with a minimum of three days per week in the office.
Eligible for equity and benefits.
Base salary range is $187,000–$233,500 USD; compensation varies by experience, skills, and work location.

Salary: $187k - $234k/yr

Box

Box is a leader in Intelligent Content Management, offering a platform that empowers organizations to enhance collaboration and manage their content lifecycles effectively. Targeted at enterprise clients, Box leverages enterprise AI to streamline business workflows and facilitate secure content m...

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