Engineering Lead, Production Support (Remote)

Role overview Serve as the first technical responder and engineering owner for production support on a care-plan platform used by veterinary hospitals. This Engineering Lead sits between engineering and the customer success team, triaging live incidents spanning a desktop clinic app, backend services, and integrations, while building the monitoring and runbook systems that prevent recurring issues. Over time, the role is expected to convert recurring failure patterns into permanent fixes and give the team data-driven visibility into where the platform is weakest.

Responsibilities - Act as the primary responder for customer-impacting incidents across the clinic application, backend services, and legacy integrations. - Use AI-assisted tools to trace a reported symptom through the API layer back to its source. - Build and maintain monitoring, alerting, and dashboards using tools such as Datadog, Sentry, and GCP. - Write Python scripts and small tools to automate detection and diagnostic work, and define the ticket taxonomy with reporting on volume, resolution time, and recurring categories. - Set response and resolution SLAs with the customer success team and keep runbooks current for common issues. - Bring recurring failure patterns to engineering with the data needed to prioritize permanent fixes, and explain technical issues clearly to clinic staff and internal teams.

Requirements - Experience triaging and resolving production incidents in a SaaS environment. - Comfort reading backend logs and API errors and tracing issues through a client application. - Proficiency writing Python for automation and reporting. - Hands-on experience building or configuring monitoring and dashboards. - Ability to explain technical problems clearly to non-technical customers. - Availability for escalation coverage during US business hours.

Nice to have - Experience with GCP, Datadog, or Sentry in a production setting. - Prior on-call rotation experience. - Familiarity with ticket tagging and reporting in Zendesk, Linear, or similar tools. - Background in healthcare or another regulated industry.

Benefits and work setup - Fully remote role open to candidates in the US or Canada, reporting to the CTO. - Small team structure that gives each person meaningful ownership and room for scope to grow as the company scales. - Hiring process typically includes a hiring-manager conversation, a working session tied to the real job, and conversations with prospective teammates.