Forward Deployed Engineer (SDEV)

PagerDuty Inc.; City of Westminster; Hybrid; GBP 130,000 - 180,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits package

Flexible work arrangements

Company equity

ESPP (Employee Stock Purchase Program)

Retirement or pension plan

Generous paid vacation time

Paid holidays and sick leave

Dutonian Wellness Days & HibernationD-

Paid parental leave

Paid volunteer time off

Company-wide hack weeks

Mental wellness programs

Job summary

PagerDuty London is seeking a Forward Deployed Engineer (SRE Agent) to work with our largest customer accounts, connecting the SRE Agent to production environments and guiding teams from AI-assisted to autonomous actions with safety guardrails.

You will contribute code to the core SRE Agent product, build reusable tools and connectors, and shape how agentic AI operates within strategic customers. London office or client site 2 days/week.

Qualifications

• Experience shipping production software with AI/LLM agents and guardrails.
• Strong customer-facing consulting and technical design session delivery.
• Proven ability to operate in high-ambiguity environments and drive results.
• Hands-on infra and deployment knowledge across common tooling.

Responsibilities

• Embed and drive SRE Agent adoption with 2-4 strategic customer teams onsite.
• Scope, design, and build reusable agent tools, connectors, and skills.
• Run pilots, identify blockers, and ship fixes into production.
• Integrate SRE Agent with IaC, GitOps, CI/CD, and observability platforms.
• Define 3–6 month technical roadmaps and relay customer feedback to the product team.

Skills

LLM & agent systems

Customer-facing

Ambiguity tolerance

Software engineering leadership

Founding engineer experience

Open-source involvement

Incident management

Observability experience

Tools

Terraform

Pulumi

ArgoCD

MCP

Job description

• Embed and drive SRE Agent adoption: Work onsite and in regular contact with 2-4 strategic customer teams to deploy the SRE Agent, configure tools and connectors, and embed AI actions across their incident management lifecycle to drive adoption and value
• Build and contribute core agent capabilities: Scope, design, and build reusable agent tools, connectors, and skills on the agent's extensibility surfaces, shipping them through the product team's repos, review process, and evaluation gates.
• Run pilots and unblock customer adoption: Stand up new agentic capabilities with strategic accounts first, gather eval data, identify technical blockers (permissions, telemetry, missing connectors), and build production fixes directly into the product.
• Integrate with production stacks and progressive delivery: Connect the SRE Agent to IaC (Terraform, Pulumi), GitOps (ArgoCD), CI/CD pipelines, and observability platforms, guiding customers safely from AI-assisted to autonomous operations.
• Set technical direction and feedback insights: Define 3-6 month technical roadmaps across assigned accounts, provide architectural guidance to product managers and engineering managers, and bring customer friction and eval data back to the core team., Our values (https://careers.pagerduty.com/#values) guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian.

People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead Self, Lead the Team, Lead the Business, and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development, career, promotion, and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities, prioritize their efforts, and drive engagement and performance.

• 8+ years of experience building and shipping production software across team boundaries (assessed against PagerDuty Staff Engineer / SDE V expectations).
• Hands-on experience with LLM and agent systems in production, including agent development, tool-use frameworks (MCP or equivalent), evaluation pipelines, and guardrail design.
• Customer-facing skills. You can run a technical design session with a customer's engineers and present the business case to their leadership.
• Comfortable with ambiguity. You can start from a vague problem statement in an unfamiliar environment and get to working software without much direction. Former founders and founding engineers tend to do well in this role.
• A record of shipping software that got adopted, and the judgment to recognize which customer requests generalize and when the right answer is not to build.
• Infrastructure & Deployment expertise: Demonstrated experience with Terraform or Pulumi at scale, GitOps (ArgoCD or equivalent), CI/CD pipeline design, and progressive delivery patterns (canary, blue/green, soak periods).
• Willingness to travel 25-50% during active customer engagements.
• Practical operational knowledge of incident management and observability concepts (on-call, postmortems, SLOs/SLIs, alerting).
• Customer-facing technical consulting, forward-deployed engineering, or solutions architecture experience on top of a core software engineering background.
• Background as a founder or founding engineer accustomed to navigating high ambiguity and driving unscripted problem-solving.
• Experience with policy-as-code, fine-grained permissioning, or safety guardrail patterns for agent-driven automation.
• Production experience with PagerDuty or competing digital operations and incident management platforms.
• Active open-source contributions to the AI agent or Model Context Protocol (MCP) ecosystem.

This role is expected to work from the PagerDuty office in London or a client site at least 2 days a week.

PagerDuty, Inc. (NYSE: PD) is the global leader in AI-first digital operations. By automatically detecting, diagnosing, and remediating issues, the PagerDuty Platform orchestrates AI agents and automated workflows with context from over 750 integrations. Trusted by approximately two-thirds of the Fortune 100 and nearly half of the Fortune 500, PagerDuty is the industry standard for organizations scaling resilient, autonomous operations. Notable customers include Chipotle, Cloudflare, Docusign, Fox, Nvidia, Salesforce, Spotify, Zoom and more. We are growing rapidly and hiring top talent with leading AI skills across engineering, sales, product, marketing, and beyond as we build the leading digital operations platform. PagerDuty is seeking a Forward Deployed Engineer (SRE Agent) to join our customer-focused SRE Agent team! As a Forward Deployed Engineer , you will work inside PagerDuty's largest customer accounts, connecting the SRE Agent to their production environments (observability tools, infrastructure as code, GitOps tooling, and CI/CD pipelines) and guiding their teams from AI-assisted incident response to supervised and autonomous actions with safety guardrails. You will also contribute code directly back to the core SRE Agent product, building reusable tools, connectors, and skills derived from real customer needs. This is an exciting opportunity to join the product engineering team as the Staff Engineer and directly shape how agentic AI operates within the most strategic customers. The ideal candidate brings a strong background as a software engineer, hands-on experience shipping LLM/agentic systems to production, and the customer-facing skills to bridge technical execution with business strategy.

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses PagerDuty is Great Place to Work-certified , a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2. Go behind-the-scenes on our careers site (https://careers.pagerduty.com/home) and @pagerduty on Instagram.

• Competitive salary
• Comprehensive benefits package
• Flexible work arrangements
• Company equity
• ESPP (Employee Stock Purchase Program)
• Retirement or pension plan
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
• Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)
• Paid volunteer time off: 20 hours per year
• Company-wide hack weeks
• Mental wellness programs
• Eligibility may vary by role, region, and tenure