Product Reliability Engineer

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

📋 Description

• Take ownership of the entire lifecycle of issues: triage, diagnose, resolve, and prevent significant problems across the product. Approximately half of your time will be spent reactively (managing the escalation queue), while the other half will be proactive (preventing the next ticket from being raised).

• Develop internal tools that empower other teams, particularly our Technical Success team (part of R&D, designed to manage technical complexities on behalf of all customer-facing teams). The objective: enabling them to obtain what they need without waiting for engineering. This includes bulk operations, configuration changes, diagnostics, and automating manual and laborious tasks.

• Create a top-tier feedback mechanism for the product squads. You will proactively and visibly communicate your observations (product pain points, recurring issues, and actual user reports) back to roadmap teams and PMs to ensure they are consistently addressed and recurring problems are resolved.

• Enhance the application's speed and performance meaningfully through instrumentation, logging, monitoring, and hands-on performance work. This is particularly critical as we expand our infrastructure function.

• Address the backlog: focus on resolving root causes instead of symptoms, and eliminate recurring issues to continuously improve net throughput cycle after cycle.

• Leverage AI to expedite and enhance all of the above: integrate AI into the triage and feedback loop, automate repetitive tasks, and uncover insights from eight years of codebase and documentation.

• Participate in a light weekday escalation rotation, with the ability to deploy to production independently within your first year.

• The scope of this team is rapidly expanding: as the tooling becomes easier to develop, our capacity to take on new challenges increases. There is ample opportunity for someone eager to grow.

⛳️ Requirements

• A minimum of 3 years of experience in building production web applications full stack, including practical knowledge of Ruby on Rails and React with TypeScript.

• Proven experience in managing production issues from start to finish (identifying, resolving, and preventing recurrence), ideally in roles related to developer support, reliability, internal tooling, or enablement.

• Naturally inclined towards AI. You utilize tools like Claude Code (or similar) not only to write code but also to explore concepts, comprehend unfamiliar codebases, and integrate AI into nearly every task you undertake.

• High level of agency and extreme ownership: strong first principles thinking, exceptional resourcefulness, and a proactive mindset.

• Outstanding communication skills, keeping stakeholders informed: sharing progress updates, discoveries, and obstacles. People rarely need to follow up with you.

• Eager for growth: you do not require a formal progression path; you demonstrate your advancement by tackling challenging problems, alleviating your manager's workload, and accelerating your development.

• Driven by enhancing team effectiveness rather than solely focusing on shipping your own features.

• Experience in a startup or scale-up B2B SaaS environment, ideally at a similar stage and size.

🏝️ Benefits

• Comprehensive healthcare – Excellent medical, dental, & vision coverage for you and your family.

• Unlimited holidays – Take the time you need to rest and recharge.

• Mental health support – Unlimited, immediate access to professional counseling via Spill.

• Retirement contributions – 401k or pension contributions depending on your location.

• Remote-first – Work where you’re most productive, with flexibility and trust as the default.

• Equity with real upside – Share in the long-term value you help create.

• Fully paid parental leave – Up to 16 weeks of paid leave for new parents.

• Learning budget – Annual funds for courses, books, or anything that supports your growth.