Frontline Education
SRE Team Lead - Monitoring and Support
🇺🇸 Remote - US
🕑 Full-Time
💰 $125K - $145K
💻 Information Technology
🗓️ December 23rd, 2025
ITIL
Python
Edtech.com's Summary
Frontline Education is hiring an SRE Team Lead for Monitoring and Support. This role leads a 24/7 monitoring and first-response team, including offshore staff, ensures actionable alerts and clear documentation, and drives incident triage improvements using AI tools and monitoring best practices.
Highlights
- Lead and manage a global team of Level 1 support engineers, including offshore staffing and schedules.
- Configure and refine monitoring platforms to improve alert accuracy and operational effectiveness.
- Perform initial triage of incidents, validate alerts, assess urgency, and escalate issues appropriately.
- Maintain comprehensive runbooks, knowledge bases, and post-incident documentation for continuous process improvement.
- Leverage large language models and AI tools to enhance incident analysis and automate triage tasks.
- Strong expertise with monitoring and APM tools like Dynatrace, Nagios, Prometheus, Datadog, and log analysis platforms such as ELK and Splunk.
- Proficiency in scripting languages such as Python and Bash for automation purposes.
- Experience with incident management tools (PagerDuty, OpsGenie), ticketing systems (JIRA), and collaboration platforms (Slack, Teams).
- 5+ years in monitoring or production support with at least 1 year leading teams in enterprise environments.
- Salary range of $125,000 - $145,000 plus performance incentives and comprehensive benefits including healthcare, retirement, paid time off, and learning programs.
SRE Team Lead - Monitoring and Support Full Description
SRE Team Lead - Monitoring and Support
Location: United States
Description
Site Reliability Engineer- Team Lead – Monitoring & Support
Location: Remote; Hybrid to Wayne, Pa; Hybrid to Naperville, IL
How You’ll Contribute to Our Mission
The Monitoring & Support SRE Team Lead runs our 24/7 monitoring and first‑response function, which includes an offshore component. This leader ensures that alerts are actionable, documentation is clear and escalations are consistent. The ideal candidate brings deep expertise in monitoring best practices, alert tuning and incident triage, along with experience leading globally distributed support teams. While primarily a leadership role, it requires hands‑on ability to analyze telemetry, fine‑tune dashboards and leverage AI/LLM tools for smarter triage.
How You’ll Drive Success
- Provide day‑to‑day direction for a team of Level 1 support engineers, fostering a culture of ownership, prompt communication and operational excellence; manage offshore staffing, schedules and rotations to ensure around‑the‑clock coverage.
- Oversee the configuration of monitoring platforms and continuously improve the signal‑to‑noise ratio by refining alert thresholds, health checks and dashboards; implement best practices drawn industry standards
- Perform initial triage of production incidents by validating alerts, assessing impact and urgency and documenting context; collaborate with development and platform engineers to isolate issues and ensure timely escalation.
- Maintain high‑quality runbooks, knowledge‑base articles and shift‑hand‑off documentation to support rapid recovery cycles; ensure that post‑incident notes capture lessons learned and drive continuous improvement.
- Promote the use of large‑language‑model‑based tools (e.g., ChatGPT, generative AI) for faster log analysis and summarization of incidents; explore opportunities to automate repetitive triage tasks.
- Define and refine processes for alert routing, status updates and stakeholder communications; ensure adherence to change control and operational readiness standards while keeping the team aligned with Frontline’s core values.
What You Bring to Help Us Grow
- 5+ years in monitoring, incident triage or production support roles with at least 1 year of team‑lead experience.
- Deep knowledge of monitoring and APM tools such as Dynatrace, Nagios, Prometheus, Datadog or similar, with an ability to tune alerts and dashboards.
- Experience with log analysis platforms (ELK/Splunk) and basic scripting (Python, Bash) for automation.
- Familiarity with incident management platforms (PagerDuty, OpsGenie) and ticketing systems (JIRA) and comfort using collaboration tools (Slack, Teams) for real‑time updates.
- Strong communication and documentation skills; ability to lead and mentor offshore teams and implement efficient support processes.
- Interest or experience in using LLMs or Agentic AI to augment triage and documentation.
- Experience working with IT Service Management processes and frameworks; familiarity with ITIL best practices is highly desirable.
- Enterprise experience – proven ability to operate and deliver support within large-scale enterprise environments.
Our Mission, Our People, Our Purpose
At Frontline Education, we’re reimagining what’s possible by becoming an AI-first organization, transforming how we think, work, and serve the educators who shape our schools every day. By using AI in thoughtful, practical ways, we’re creating tools that help educators save time, gain insights, and focus more on what matters most — their students.
As part of our team, you’ll be expected and empowered to build and apply AI skillsets that grow with you, because at Frontline Education, technology amplifies what matters most: the human drive to learn, improve, and make a difference.
How We Support Growth, Balance, and Well-Being
- Personalized Time Off: Take time when it’s needed most — whether that’s a family vacation, a reset day, or simply time to rest and refocus.
- Paid Sick Time: Separate, dedicated sick leave to care for yourself or loved ones.
- Volunteer Time Off: Paid time to give back and support causes that matter to you.
- Ten Paid Holidays: Enjoy meaningful moments and traditions throughout the year.
- Our Philosophy: We believe time away from work helps you bring your best self to it.
Continuous Learning and Growth
- World-Class Learning Access: Explore thousands of on-demand courses through platforms like LinkedIn Learning.
- Leadership & Technical Skill Building: Develop new capabilities and chart your own professional path.
- AI Empowerment: Use OpenAI tools to build fluency with emerging technology and harness AI as a creative partner for innovation and problem-solving.
- Tuition Reimbursement: Invest in formal education to advance your skills and career.
- Ongoing Learning Culture: Participate in company-led webinars on AI, inclusion, and industry trends—designed to inspire curiosity and continuous improvement.
Health, Happiness, and Purpose
- Wellness Initiatives: Company-sponsored programs that support physical, mental, and emotional well-being.
- Employee Assistance Program (EAP): Confidential support for you and your family’s needs.
- Comprehensive Benefits: Health and financial benefits that support your happiness and future.
- A Culture That Cares: At Frontline Education, we want every team member to learn, grow, and thrive—personally, professionally, and purposefully
Compensation & Benefits
The salary range for this position is $125,000 - $145,000 and commensurate with your experience, skills, and internal equity. In addition to base salary, you will be eligible for performance-based incentives aligned to individual, team, and company results.
You’ll also have access to a comprehensive benefits package designed to support your well-being and future, including healthcare coverage, retirement savings with company match, employee stock purchase opportunities where applicable, and the time-off, wellness, and learning programs outlined above. Specific details will be shared during the interview process.
Inclusion, Belonging & Equal Opportunity
Frontline Education is an equal opportunity/affirmative action employer. We aspire to have an inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join our team.
Interview Process & Data Privacy
As part of our interview process, Frontline uses video conferencing tools that include photo capture and may include automated transcription features. A screenshot or photo will be taken at the start of the interview for internal identification and record-keeping purposes only, and transcription may be used to support notetaking and evaluation consistency. These materials are used solely by our recruiting and hiring teams, stored securely, and not shared outside the hiring process. Candidates may opt out of the transcription at any time by notifying their recruiter in advance. Frontline processes this information in accordance with applicable data privacy laws and only for legitimate business purposes related to recruitment and hiring.
Our Privacy Policy: Your privacy is important to us. Click here to read our general Privacy Statement and click here to read our Applicant Privacy Statement.
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