Engineering Lead, Production Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for production issues that affect customers.

• Assess incidents and utilize AI-assisted diagnostic tools for root cause identification.

• Investigate issues throughout the Flutter desktop clinic application, API layer, backend, and legacy integrations.

• Develop, configure, and sustain monitoring and alerting systems using tools like Datadog, Sentry, and GCP-native solutions.

• Create scripts and lightweight tools to automate detection and repetitive diagnostic tasks.

• Manage ticket taxonomy by labeling and categorizing incoming issues.

• Generate and maintain reports on ticket volume, resolution times, and recurring categories.

• Create and maintain runbooks for common problems.

• Set and uphold service level agreements (SLAs) with the Hospital Success team.

• Recognize recurring failure patterns and advocate for permanent upstream solutions with engineering teams.

• Clearly convey technical issues to non-technical clinic personnel and internal stakeholders.

• Collaborate daily with the Hospital Success team to ensure veterinary clinics operate smoothly.

⛳️ Requirements

• Experience in production incident triage and troubleshooting within a SaaS environment.

• Technical proficiency across a modern technology stack, including backend logs, API errors, and client applications.

• Familiarity with AI tools for technical diagnosis and troubleshooting.

• Experience in creating or configuring monitoring and observability tools and dashboards from the ground up.

• Proficiency in Python scripting for internal tools, automation, and reporting.

• Excellent communication skills for customer-facing interactions.

• High ownership and initiative in handling ambiguous, unassigned issues.

• Availability for on-call/escalation support during U.S. business hours.

• Familiarity with GCP or observability tools like Datadog and Sentry is a plus.

• Exposure to healthcare or regulated industries is advantageous.

• Previous experience in on-call rotations is a plus.

• Experience establishing ticket-tagging or reporting systems like Zendesk or Linear is a plus.

🏝️ Benefits

• 10x growth trajectory — contribute to building the product support function and systems that will scale with Nest.

• High-impact role — operate at the crossroads of customers, product, and engineering.

• Genuine ownership — take charge of complex product issues and influence technical support.

• Direct impact on the product development.

• Ground-floor opportunity.

• Collaborate with teammates who are kind, motivated, and highly collaborative.

• Flexible remote work arrangement.