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<meta data-rh="true" property="og:type" content="article"/><meta data-rh="true" property="og:title" content="SRE Evangelist"/><meta data-rh="true" name="twitter:title" content="SRE Evangelist"/><meta data-rh="true" name="description" content="Over the last year I rebuilt an SRE team."/><meta data-rh="true" property="og:description" content="Over the last year I rebuilt an SRE team."/><meta data-rh="true" name="twitter:description" content="Over the last year I rebuilt an SRE team."/><meta data-rh="true" property="og:image" content="https://substackcdn.com/image/fetch/$s_!0a7o!,w_1200,h_675,c_fill,f_jpg,q_auto:good,fl_progressive:steep,g_auto/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F674c6f89-0577-43ea-b175-0f3799be12ea_3892x5838.jpeg"/><meta data-rh="true" name="twitter:image" content="https://substackcdn.com/image/fetch/$s_!9xS2!,f_auto,q_auto:best,fl_progressive:steep/https%3A%2F%2Fhross.substack.com%2Fapi%2Fv1%2Fpost_preview%2F104904061%2Ftwitter.jpg%3Fversion%3D4"/><meta data-rh="true" name="twitter:card" content="summary_large_image"/><meta data-rh="true" property="article:modified_time" content="2023-03-06T12:41:47.670Z"/>
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https://substackcdn.com/image/fetch/$s_!zA8r!,w_108,h_108,c_fill,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fbucketeer-e05bbc84-baa3-437e-9518-adb32be77984.s3.amazonaws.com%2Fpublic%2Fimages%2F11954e3a-0b9d-4025-b1ef-17483bcdcc1d_200x200.jpeg 3x" width="36" height="36" draggable="false" class="img-OACg1c object-fit-cover-u4ReeV pencraft pc-reset"/></picture></div></div></a></div></div></div><div class="pencraft pc-display-flex pc-flexDirection-column pc-reset"><div class="pencraft pc-reset color-primary-zABazT line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA"><span style="min-width:0;" data-state="closed"><a href="https://substack.com/@hross" class="pencraft pc-reset decoration-hover-underline-ClDVRM reset-IxiVJZ">Ross Brodbeck</a></span></div><div class="pencraft pc-display-flex pc-gap-4 pc-reset"><div class="pencraft pc-reset color-secondary-ls1g8s line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA"><time datetime="2023-03-06T11:25:45.610Z" title="2023-03-06T11:25:45.610Z">Mar 06, 2023</time></div></div></div></div></div><div class="pencraft pc-display-flex pc-gap-16 pc-justifyContent-space-between pc-alignItems-center pc-reset flex-grow-rzmknG post-ufi"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><div class="like-button-container post-ufi-button style-button"><button tabindex="0" type="button" aria-label="Like (2)" aria-pressed="false" class="pencraft pc-reset pencraft post-ufi-button style-button has-label with-border"><svg aria-hidden="true" style="height:20px;width:20px;" width="20" height="20" viewBox="0 0 24 24" fill="#000000" stroke-width="2" stroke="#000" xmlns="http://www.w3.org/2000/svg" class="icon"><g><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-heart"><path d="M19 14c1.49-1.46 3-3.21 3-5.5A5.5 5.5 0 0 0 16.5 3c-1.76 0-3 .5-4.5 2-1.5-1.5-2.74-2-4.5-2A5.5 5.5 0 0 0 2 8.5c0 2.3 1.5 4.05 3 5.5l7 7Z"></path></svg></g></svg><div class="label">2</div></button></div><button tabindex="0" type="button" id="radix-P0-27" aria-haspopup="menu" aria-expanded="false" data-state="closed" class="pencraft pc-reset pencraft post-ufi-button style-button no-label with-border"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="2" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg" class="icon"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button></div><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft post-ufi-button style-button has-label with-border"><div class="label">Share</div></button></div></div></div></div><div class="visibility-check"></div><div><div class="dt-post-body"><div class="available-content"><div dir="auto" class="body markup"><p>Over the last year I rebuilt an SRE team. It made me start to think a lot about what an SRE is and, maybe more importantly, what they are at GitHub specifically.</p><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!0a7o!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F674c6f89-0577-43ea-b175-0f3799be12ea_3892x5838.jpeg" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!0a7o!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F674c6f89-0577-43ea-b175-0f3799be12ea_3892x5838.jpeg 424w, https://substackcdn.com/image/fetch/$s_!0a7o!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F674c6f89-0577-43ea-b175-0f3799be12ea_3892x5838.jpeg 848w, https://substackcdn.com/image/fetch/$s_!0a7o!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F674c6f89-0577-43ea-b175-0f3799be12ea_3892x5838.jpeg 1272w, https://substackcdn.com/image/fetch/$s_!0a7o!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F674c6f89-0577-43ea-b175-0f3799be12ea_3892x5838.jpeg 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!0a7o!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F674c6f89-0577-43ea-b175-0f3799be12ea_3892x5838.jpeg" width="456" height="684" data-attrs="{"src":"https://substack-post-media.s3.amazonaws.com/public/images/674c6f89-0577-43ea-b175-0f3799be12ea_3892x5838.jpeg","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":2184,"width":1456,"resizeWidth":456,"bytes":2973705,"alt":null,"title":null,"type":"image/jpeg","href":null,"belowTheFold":false,"topImage":true,"internalRedirect":null,"isProcessing":false,"align":null,"offset":false}" alt srcset="https://substackcdn.com/image/fetch/$s_!0a7o!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F674c6f89-0577-43ea-b175-0f3799be12ea_3892x5838.jpeg 424w, https://substackcdn.com/image/fetch/$s_!0a7o!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F674c6f89-0577-43ea-b175-0f3799be12ea_3892x5838.jpeg 848w, https://substackcdn.com/image/fetch/$s_!0a7o!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F674c6f89-0577-43ea-b175-0f3799be12ea_3892x5838.jpeg 1272w, https://substackcdn.com/image/fetch/$s_!0a7o!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F674c6f89-0577-43ea-b175-0f3799be12ea_3892x5838.jpeg 1456w" sizes="100vw" fetchpriority="high" class="sizing-normal"/></picture><div class="image-link-expand"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container restack-image"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="1.5" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container view-image"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-maximize2 lucide-maximize-2"><polyline points="15 3 21 3 21 9"></polyline><polyline points="9 21 3 21 3 15"></polyline><line x1="21" x2="14" y1="3" y2="10"></line><line x1="3" x2="10" y1="21" y2="14"></line></svg></button></div></div></div></a><figcaption class="image-caption"><span>Photo by </span><a href="https://unsplash.com/photos/nEtMIe9mu1k">Maxim Shutov</a></figcaption></figure></div><h2 class="header-anchor-post">What the heck is a Site Reliability Engineer?<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§what-the-heck-is-a-site-reliability-engineer" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://hross.substack.com/i/104904061/what-the-heck-is-a-site-reliability-engineer" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><p>Unfortunately, I don’t think anyone actually knows what an SRE is. I certainly don’t, even though it’s in my blog description and I just said I built a team of them. </p><p><span>Depending on the company it can be anything from Ops+, to </span><a href="https://dev.to/molly/what-it-means-to-be-a-site-reliability-engineer-32ki">Developer+</a><span>, to 24x7 on call incident responder (I don’t recommend the last one). It can be a centralized role across many teams or a distinct role on a specific team. </span><a href="https://cloud.google.com/blog/products/devops-sre/how-sre-teams-are-organized-and-how-to-get-started">More details on various ways to set up SRE here.</a></p><p>In fact, the scariest part for me about calling myself an SRE is wondering if people will make assumptions about my skillset that aren’t true because their thoughts about what an SRE is are different than my own.</p><p><span>What I </span><em><strong>do</strong></em><span> know about Site Reliability Engineers, though, is that they are specifically focused on reliability and, at least at GitHub, they are developers.</span></p><h2 class="header-anchor-post">What makes a successful SRE?<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§what-makes-a-successful-sre" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://hross.substack.com/i/104904061/what-makes-a-successful-sre" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><p>Regardless of the actual job, I do concretely believe one thing about it: </p><blockquote><p>In order to be truly great at their jobs, SREs need to be great evangelists.</p></blockquote><p><em><strong>Good</strong></em><span> SREs can be great at a lot of other things: writing code, debugging the network stack, deploying applications, understanding the build system… but to be truly </span><em><strong>great</strong></em><span> you will absolutely need to be a great evangelist. </span></p><p><span>Maybe not quite like </span><a href="https://www.youtube.com/watch?v=kHW58D-_O64">this guy</a><span>, but with some definite communication and passion.</span></p><h2 class="header-anchor-post">Availability is boring.<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§availability-is-boring" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://hross.substack.com/i/104904061/availability-is-boring" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><p><span>Coming from the world of feature development I can tell you firsthand that there was not a lot of glitz and glamor in making things more reliable. As much as we would like our product managers to focus on the business impact of low reliability, the reality is that even if you have good metrics to justify reliability improvements a lot of the time features are </span><em><strong>just more fun</strong></em><span>.</span></p><p>How often do you do a launch party for a successful month of availability? Usually availability involves writing up an incident post-mortem or some other amount of paperwork and meetings. Sounds… great.</p><p><span>One of the main challenges for an SRE in cultural situations like these is to make reliability more interesting. For those already in the space </span><strong>it actually is interesting</strong><span> but we need to be able to externalize (dare I say evangelize?) that feeling.</span></p><h2 class="header-anchor-post">SREs must be force multipliers.<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§sres-must-be-force-multipliers" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://hross.substack.com/i/104904061/sres-must-be-force-multipliers" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><p>Most of the time your average feature team is not going to be jazzed about making reliability improvements. Even when there is some important and obvious reliability work to prioritize, the team may have a lot of other external pressure to ship features.</p><p>What’s more, there is typically a very small SRE to team ratio. Maybe there is one SRE per team (if you’re really lucky). More likely there is one SRE to many teams. There is no way that single SRE is going to be able to accomplish the reliability work needed by a highly available, large scale service.</p><p>And here is where the evangelism comes in…</p><p>The real trick is not in doing the work yourself (even if you are great at it), but in making sure the rest of the team/org/company internalizes the value of reliability so that they start to work on it too (and maybe even think it’s cool?).</p><h2 class="header-anchor-post">Developers are usually bad at evangelism.<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§developers-are-usually-bad-at-evangelism" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://hross.substack.com/i/104904061/developers-are-usually-bad-at-evangelism" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><p><span>Okay, not always, but the first book you read in your freshman computer science curriculum was probably not </span><a href="https://www.amazon.com/How-Win-Friends-Influence-People/dp/0671027034">How to Win Friends and Influence People</a><span>. Some people are naturally great at working with (and motivating) others, but most of them don’t choose a career of quietly sitting in front of a computer every day.</span></p><p>Working with teams in an organization, understanding what their motivations are, and helping to nudge them in the right direction is a learned skill. And it is likely one that you will fail at the first time you try it.</p><p>More than most other technical positions though, SREs need to have some ability in this area (even the more junior ones).</p><h2 class="header-anchor-post">Examples of Evangelism<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§examples-of-evangelism" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://hross.substack.com/i/104904061/examples-of-evangelism" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><ul><li><p><strong>Incident Review.</strong><span> There is certainly an art to working with a team on writing up an incident review. It can be as simple as helping them understand the goal of the write up (hint: it’s not just paperwork) or as complicated as figuring out how to get </span><em><strong>them</strong></em><span> to be the ones to suggest the right repair so they feel like they own it.</span></p></li><li><p><strong>Executive Escalation.</strong><span> The reality of working in SRE is that there are going to be times that things break so badly that you will need to deal with an executive (or figure out how to escalate a problem to an executive). This is not a “normal” developer skill. In fact, I think this is one of the perks of working as an SRE. You are exposed to a lot more people outside of the team than you would be in typical software development.</span></p></li><li><p><strong>Debugging Complex Failure.</strong><span> Many of the hardest reliability problems to solve involve complex system boundaries (rate limits, multiple systems intersecting to fail, unexplained resource contention). In those cases it is very likely you will need the ability to get multiple people from different teams in a room (sometimes those teams may not have the best relationship) and figure things out.</span></p></li><li><p><strong>Implementing SLOs.</strong><span> Does the team understand why they’re doing it? Are they considering the right customer scenarios? Do they know the implications of the SLO being breached (are they getting paged? is an executive looking at the report?)? These types of communications are an art more than a science.</span></p></li></ul><p>In all of these scenarios (and more) in order to be truly great at being an SRE you will constantly need to understand how to work with people in the organization, how to set expectations and how to move the needle on people’s understanding of reliability.</p><h2 class="header-anchor-post">Training Evangelists<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§training-evangelists" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://hross.substack.com/i/104904061/training-evangelists" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><p>It is extremely likely that not everyone on an SRE team will be an evangelist, or that they will have varying levels of evangelism skill. Even for the best evangelist, of course, there is always the opportunity to improve.</p><p>What that means for SREs (and for their manager) is helping to train them by giving them opportunities to practice. This means a safe space to work on communication skills (and fail). Whether you’re a manager looking for ways to help your team level up or an SRE looking to improve, I recommend:</p><ul><li><p><strong>Getting opportunities to present to groups</strong><span> (technical presentations or lighting talks are great for this). Make sure to get feedback.</span></p></li><li><p><strong>Doing softer work with “safe” teams.</strong><span> There are going to be teams within your organization that you have a higher degree of trust with. Work with the “safe” team on a softer project (less technical, more communication) and make sure to get feedback.</span></p></li><li><p><strong>Attending meetings with executives.</strong><span> Even if you are just there to observe, watching a few meetings with execs can be extremely enlightening in terms of expectations and how those meetings go. Bonus points if you go to the prep meeting beforehand (there almost always is one).</span></p></li><li><p><strong>Pairing with good evangelists.</strong><span> Maybe this one is a bit more obvious, but pairing two SREs and letting the evangelist lead by example is another good way to pick up habits and techniques.</span></p></li></ul><p><span>Ultimately, you may find there is a ceiling on evangelism. In my experience this is due to… a desire </span><strong>not</strong><span> to be an evangelist. People who are not evangelists can definitely still be very successful SREs, but I think their success will always be capped in this role because of its unique requirements.</span></p><p></p><p></p><p></p><p></p><p></p><p></p></div></div><div class="visibility-check"></div></div><div class="post-footer"><div class="pencraft pc-display-flex pc-gap-16 pc-paddingTop-16 pc-paddingBottom-16 pc-justifyContent-space-between pc-alignItems-center pc-reset flex-grow-rzmknG border-top-detail-themed-k9TZAY border-bottom-detail-themed-Ua9186 post-ufi"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><div class="like-button-container post-ufi-button style-button"><button tabindex="0" type="button" aria-label="Like (2)" aria-pressed="false" class="pencraft pc-reset pencraft post-ufi-button style-button has-label with-border"><svg aria-hidden="true" style="height:20px;width:20px;" width="20" height="20" viewBox="0 0 24 24" fill="#000000" stroke-width="2" stroke="#000" 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Evangelist\",\"type\":\"newsletter\",\"video_upload_id\":null,\"write_comment_permissions\":\"none\",\"meter_type\":\"none\",\"live_stream_id\":null,\"is_published\":true,\"restacks\":0,\"reactions\":{\"\u2764\":2},\"top_exclusions\":[],\"pins\":[],\"section_pins\":[],\"has_shareable_clips\":false,\"previous_post_slug\":\"tiered-availability-review\",\"next_post_slug\":\"managing-risk-as-an-sre\",\"cover_image\":\"https://substackcdn.com/image/fetch/$s_!0a7o!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F674c6f89-0577-43ea-b175-0f3799be12ea_3892x5838.jpeg\",\"cover_image_is_square\":false,\"cover_image_is_explicit\":false,\"videoUpload\":null,\"podcastFields\":null,\"podcastUpload\":null,\"podcastPreviewUpload\":null,\"voiceover_upload_id\":null,\"voiceoverUpload\":null,\"has_voiceover\":false,\"description\":\"Over the last year I rebuilt an SRE team.\",\"body_html\":\"<p>Over the last year I rebuilt an SRE team. It made me start to think a lot about what an SRE is and, maybe more importantly, what they are at GitHub specifically.</p><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!0a7o!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F674c6f89-0577-43ea-b175-0f3799be12ea_3892x5838.jpeg\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!0a7o!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F674c6f89-0577-43ea-b175-0f3799be12ea_3892x5838.jpeg 424w, 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data-attrs=\\\"{"src":"https://substack-post-media.s3.amazonaws.com/public/images/674c6f89-0577-43ea-b175-0f3799be12ea_3892x5838.jpeg","srcNoWatermark":null,"fullscreen":null,"imageSize":null,"height":2184,"width":1456,"resizeWidth":456,"bytes":2973705,"alt":null,"title":null,"type":"image/jpeg","href":null,"belowTheFold":false,"topImage":true,"internalRedirect":null,"isProcessing":false,"align":null,"offset":false}\\\" class=\\\"sizing-normal\\\" alt=\\\"\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!0a7o!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F674c6f89-0577-43ea-b175-0f3799be12ea_3892x5838.jpeg 424w, https://substackcdn.com/image/fetch/$s_!0a7o!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F674c6f89-0577-43ea-b175-0f3799be12ea_3892x5838.jpeg 848w, https://substackcdn.com/image/fetch/$s_!0a7o!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F674c6f89-0577-43ea-b175-0f3799be12ea_3892x5838.jpeg 1272w, https://substackcdn.com/image/fetch/$s_!0a7o!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F674c6f89-0577-43ea-b175-0f3799be12ea_3892x5838.jpeg 1456w\\\" sizes=\\\"100vw\\\" fetchpriority=\\\"high\\\"></picture><div class=\\\"image-link-expand\\\"><div class=\\\"pencraft pc-display-flex pc-gap-8 pc-reset\\\"><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container restack-image\\\"><svg aria-hidden=\\\"true\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 20 20\\\" fill=\\\"none\\\" stroke-width=\\\"1.5\\\" stroke=\\\"var(--color-fg-primary)\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" xmlns=\\\"http://www.w3.org/2000/svg\\\"><g><path d=\\\"M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882\\\"></path></g></svg></button><button tabindex=\\\"0\\\" type=\\\"button\\\" class=\\\"pencraft pc-reset pencraft icon-container view-image\\\"><svg xmlns=\\\"http://www.w3.org/2000/svg\\\" width=\\\"20\\\" height=\\\"20\\\" viewBox=\\\"0 0 24 24\\\" fill=\\\"none\\\" stroke=\\\"currentColor\\\" stroke-width=\\\"2\\\" stroke-linecap=\\\"round\\\" stroke-linejoin=\\\"round\\\" class=\\\"lucide lucide-maximize2 lucide-maximize-2\\\"><polyline points=\\\"15 3 21 3 21 9\\\"></polyline><polyline points=\\\"9 21 3 21 3 15\\\"></polyline><line x1=\\\"21\\\" x2=\\\"14\\\" y1=\\\"3\\\" y2=\\\"10\\\"></line><line x1=\\\"3\\\" x2=\\\"10\\\" y1=\\\"21\\\" y2=\\\"14\\\"></line></svg></button></div></div></div></a><figcaption class=\\\"image-caption\\\">Photo by <a href=\\\"https://unsplash.com/photos/nEtMIe9mu1k\\\">Maxim Shutov</a></figcaption></figure></div><h2>What the heck is a Site Reliability Engineer?</h2><p>Unfortunately, I don\u2019t think anyone actually knows what an SRE is. I certainly don\u2019t, even though it\u2019s in my blog description and I just said I built a team of them. </p><p>Depending on the company it can be anything from Ops+, to <a href=\\\"https://dev.to/molly/what-it-means-to-be-a-site-reliability-engineer-32ki\\\">Developer+</a>, to 24x7 on call incident responder (I don\u2019t recommend the last one). It can be a centralized role across many teams or a distinct role on a specific team. <a href=\\\"https://cloud.google.com/blog/products/devops-sre/how-sre-teams-are-organized-and-how-to-get-started\\\">More details on various ways to set up SRE here.</a></p><p>In fact, the scariest part for me about calling myself an SRE is wondering if people will make assumptions about my skillset that aren\u2019t true because their thoughts about what an SRE is are different than my own.</p><p>What I <em><strong>do</strong></em> know about Site Reliability Engineers, though, is that they are specifically focused on reliability and, at least at GitHub, they are developers.</p><h2>What makes a successful SRE?</h2><p>Regardless of the actual job, I do concretely believe one thing about it: </p><blockquote><p>In order to be truly great at their jobs, SREs need to be great evangelists.</p></blockquote><p><em><strong>Good</strong></em> SREs can be great at a lot of other things: writing code, debugging the network stack, deploying applications, understanding the build system\u2026 but to be truly <em><strong>great</strong></em> you will absolutely need to be a great evangelist. </p><p>Maybe not quite like <a href=\\\"https://www.youtube.com/watch?v=kHW58D-_O64\\\">this guy</a>, but with some definite communication and passion.</p><h2>Availability is boring.</h2><p>Coming from the world of feature development I can tell you firsthand that there was not a lot of glitz and glamor in making things more reliable. As much as we would like our product managers to focus on the business impact of low reliability, the reality is that even if you have good metrics to justify reliability improvements a lot of the time features are <em><strong>just more fun</strong></em>.</p><p>How often do you do a launch party for a successful month of availability? Usually availability involves writing up an incident post-mortem or some other amount of paperwork and meetings. Sounds\u2026 great.</p><p>One of the main challenges for an SRE in cultural situations like these is to make reliability more interesting. For those already in the space <strong>it actually is interesting</strong> but we need to be able to externalize (dare I say evangelize?) that feeling.</p><h2>SREs must be force multipliers.</h2><p>Most of the time your average feature team is not going to be jazzed about making reliability improvements. Even when there is some important and obvious reliability work to prioritize, the team may have a lot of other external pressure to ship features.</p><p>What\u2019s more, there is typically a very small SRE to team ratio. Maybe there is one SRE per team (if you\u2019re really lucky). More likely there is one SRE to many teams. There is no way that single SRE is going to be able to accomplish the reliability work needed by a highly available, large scale service.</p><p>And here is where the evangelism comes in\u2026</p><p>The real trick is not in doing the work yourself (even if you are great at it), but in making sure the rest of the team/org/company internalizes the value of reliability so that they start to work on it too (and maybe even think it\u2019s cool?).</p><h2>Developers are usually bad at evangelism.</h2><p>Okay, not always, but the first book you read in your freshman computer science curriculum was probably not <a href=\\\"https://www.amazon.com/How-Win-Friends-Influence-People/dp/0671027034\\\">How to Win Friends and Influence People</a>. Some people are naturally great at working with (and motivating) others, but most of them don\u2019t choose a career of quietly sitting in front of a computer every day.</p><p>Working with teams in an organization, understanding what their motivations are, and helping to nudge them in the right direction is a learned skill. And it is likely one that you will fail at the first time you try it.</p><p>More than most other technical positions though, SREs need to have some ability in this area (even the more junior ones).</p><h2>Examples of Evangelism</h2><ul><li><p><strong>Incident Review.</strong> There is certainly an art to working with a team on writing up an incident review. It can be as simple as helping them understand the goal of the write up (hint: it\u2019s not just paperwork) or as complicated as figuring out how to get <em><strong>them</strong></em> to be the ones to suggest the right repair so they feel like they own it.</p></li><li><p><strong>Executive Escalation.</strong> The reality of working in SRE is that there are going to be times that things break so badly that you will need to deal with an executive (or figure out how to escalate a problem to an executive). This is not a \u201Cnormal\u201D developer skill. In fact, I think this is one of the perks of working as an SRE. You are exposed to a lot more people outside of the team than you would be in typical software development.</p></li><li><p><strong>Debugging Complex Failure.</strong> Many of the hardest reliability problems to solve involve complex system boundaries (rate limits, multiple systems intersecting to fail, unexplained resource contention). In those cases it is very likely you will need the ability to get multiple people from different teams in a room (sometimes those teams may not have the best relationship) and figure things out.</p></li><li><p><strong>Implementing SLOs.</strong> Does the team understand why they\u2019re doing it? Are they considering the right customer scenarios? Do they know the implications of the SLO being breached (are they getting paged? is an executive looking at the report?)? These types of communications are an art more than a science.</p></li></ul><p>In all of these scenarios (and more) in order to be truly great at being an SRE you will constantly need to understand how to work with people in the organization, how to set expectations and how to move the needle on people\u2019s understanding of reliability.</p><h2>Training Evangelists</h2><p>It is extremely likely that not everyone on an SRE team will be an evangelist, or that they will have varying levels of evangelism skill. Even for the best evangelist, of course, there is always the opportunity to improve.</p><p>What that means for SREs (and for their manager) is helping to train them by giving them opportunities to practice. This means a safe space to work on communication skills (and fail). Whether you\u2019re a manager looking for ways to help your team level up or an SRE looking to improve, I recommend:</p><ul><li><p><strong>Getting opportunities to present to groups</strong> (technical presentations or lighting talks are great for this). Make sure to get feedback.</p></li><li><p><strong>Doing softer work with \u201Csafe\u201D teams.</strong> There are going to be teams within your organization that you have a higher degree of trust with. Work with the \u201Csafe\u201D team on a softer project (less technical, more communication) and make sure to get feedback.</p></li><li><p><strong>Attending meetings with executives.</strong> Even if you are just there to observe, watching a few meetings with execs can be extremely enlightening in terms of expectations and how those meetings go. Bonus points if you go to the prep meeting beforehand (there almost always is one).</p></li><li><p><strong>Pairing with good evangelists.</strong> Maybe this one is a bit more obvious, but pairing two SREs and letting the evangelist lead by example is another good way to pick up habits and techniques.</p></li></ul><p>Ultimately, you may find there is a ceiling on evangelism. In my experience this is due to\u2026 a desire <strong>not</strong> to be an evangelist. 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