Senior Sustaining and Forward Deployed Engineer

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

📋 Description

• Serve as a senior technical escalation point during production incidents.

• Lead real-time incident triage, mitigation, and recovery efforts.

• Drive root cause analysis (RCA) with an emphasis on systemic, long-term solutions.

• Identify recurring failure patterns and advocate for architectural or operational enhancements.

• Collaborate with Customer Success and Engineering to manage customer impact during incidents.

• Take ownership of post-launch reliability, stability, and operational quality of core systems.

• Investigate and resolve intricate field issues and production defects.

• Ensure that fixes developed during incidents or customer escalations are integrated into the core product.

• Enhance operational readiness of services through improved runbooks, monitoring, and alerting.

• Minimize operational toil by automating repetitive manual tasks.

• Engage directly with strategic customers to address real-world, production-grade technical challenges.

• Support complex deployments, integrations, and escalations within customer environments.

• Act as a trusted technical partner to customers during high-impact situations.

• Translate customer insights into tangible product, platform, and operational enhancements.

• Contribute to reusable tools, playbooks, and best practices that facilitate future deployments.

• Serve as a subject matter expert for AWS-hosted production systems.

• Troubleshoot and resolve issues across:

• AWS compute, storage, networking, IAM, and security.

• Databricks jobs, clusters, and Spark-based data pipelines.

• Debug performance degradation, scalability challenges, job failures, and data accuracy issues.

• Collaborate with platform and data teams to strengthen systems for reliability, scalability, and operability.

• Write production-quality code to:

• Automate operational workflows.

• Enhance reliability and observability.

• Eliminate manual intervention and decrease incident frequency.

• Primarily contribute in Python, with some exposure to JVM-based systems as required.

• Review code with a strong focus on operability, resiliency, and maintainability.

• Promote “build it so it can be operated” engineering standards.

• Provide technical leadership without formal authority, influencing design and operational decisions.

• Mentor engineers through pairing, reviews, and incident leadership.

• Work closely with Product, Engineering, Data, and Customer teams.

• Operate effectively in high-pressure, ambiguous environments, particularly during customer-impacting incidents.

⛳️ Requirements

• Over 10 years of experience in software engineering, SRE, sustaining engineering, or production operations.

• Extensive hands-on experience operating production systems in AWS.

• Strong expertise in troubleshooting Databricks and large-scale data platforms.

• Proficient in Python with experience in building production services or tools.

• Solid understanding of:

• Distributed systems.

• Incident management and RCA practices.

• Monitoring, alerting, and observability.

• CI/CD pipelines that leverage Infrastructure as Code.

• Proven track record of owning problems end-to-end, from detection to permanent resolution.

• Excellent communication skills, particularly during incidents and customer escalations.

• Ability to work backward from customer impact to root cause across systems and codebases, delivering fixes in environments with minimal documentation.

• Strong instinct for operational risk, with the capability to proactively identify failure modes and strengthen systems before they affect customers.

🏝️ Benefits

• Unlimited paid time off – recharge when you need it.

• Work from anywhere – flexibility to fit your life.

• Comprehensive health coverage – multiple plan options to choose from.

• Equity for every employee – share in our success.

• Growth-focused environment – your development matters here.

• Home office setup allowance – one-time support to get you started.

• Monthly cell phone allowance – stay connected with ease.