Associate Director, Service Reliability & Engineering

Natera; Austin (TX); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive benefits

Job summary

Natera is seeking an Associate Director of Service Engineering to lead the reliability and operational excellence of lab-facing platforms. You will manage production stability, incident response, and service health across clinical systems, pipelines, and reporting, partnering with cross-functional teams to ensure compliance and patient impact is minimized.

You will drive the strategy for observability, automation, and scalable processes, mentoring a high-performing team and coordinating with Lab

Qualifications

• 8+ years of experience in service engineering or engineering roles.
• 5+ years of people-management experience leading technical teams.
• Proven experience operating highly available, mission-critical production systems.
• Strong skills in incident management and root cause analysis.
• Hands-on experience with CMMS and LIMS environments.
• Clear written and verbal communication, especially in high-stakes situations.

Responsibilities

• Lead a team of Service Engineers/SREs supporting clinical production systems.
• Define SLAs, SLOs, and KPIs aligned with clinical priorities.
• Oversee major incident response and post-incident reviews.
• Drive operational playbooks, on-call rotations, and escalation paths.
• Partner with Engineering/Development to design reliable systems.
• Translate clinical and regulatory needs into reliability requirements.

Skills

Incident management

Root cause analysis

Leadership

On-call readiness

Operational excellence

Communication

Tools

CMMS

LIMS

Job description

Natera is seeking an Associate Director of Service Engineering to lead the reliability and operational excellence of lab-facing platforms. You will manage production stability, incident response, and service health across clinical systems, pipelines, and reporting, partnering with cross-functional teams to ensure compliance and patient impact is minimized.

You will drive the strategy for observability, automation, and scalable processes, mentoring a high-performing team and coordinating with Lab