Director, Software Engineering (Infrastructure)

ServiceTitan; United States; On-site; USD 247,000 - 396,000; Full time

Benefits offered by this job

Flexible time off

Health benefits

Parental leave & fertility support

Job summary

ServiceTitan is seeking a senior Site Reliability Engineering leader to own availability, performance and release management for our mission critical software powering thousands of trades businesses across North America.

You will manage a global SRE team, drive 24x7 coverage, and partner with engineering to ensure scalable, reliable and observable systems from day zero through production. Strong cloud, CI/CD, and telemetry expertise are essential.

Qualifications

• 10–15 years software engineering experience with leadership of 50+ engineers.
• 7+ years AWS/GCP/Azure experience.
• 3+ years CI/CD and cloud-centric tooling.

Responsibilities

• Lead, grow and develop a global SRE team providing 24x7 coverage.
• Operate OC and incident command for mission critical software.
• Achieve 4-9’s availability across the fleet.
• Own release management and resilient CI/CD across microservices.
• Engage in capacity planning, performance analysis, and tuning.

Skills

SRE leadership

Cloud platforms AWS/GCP/Azure

CI/CD pipelines

Telemetry & observability

IaC (Terraform, Ansible)

Docker & Kubernetes

Jenkins

New Relic / DataDog / Splunk

Production reliability

Team building & mentoring

Education

BA/BS CS or related

MS/PhD desirable

Tools

Terraform

Ansible

Docker

Kubernetes

Jenkins

New Relic

DataDog

Splunk

Job description

Ready to be a Titan?
Reporting to the VP of Infrastructure, this role is crucial to the success of ServiceTitan but more importantly to the tens of thousands of trades businesses across the continent we call customers. Keeping ServiceTitan up and humming at 4-9’s availability and high performance is critical to our mission of serving the trades and enabling tens of thousands of businesses across the continent to operate smoothly. ServiceTitan is a mission critical operating system our customers leverage for operating their businesses like generating leads, booking appointments, dispatching technicians, planning inventory, invoicing, accepting payments, accounting, issuing payroll, capacity planning, closing books and then some. This role owns the operating rhythm, availability, release and performance of our software.

Ready to be a Titan?
Reporting to the VP of Infrastructure, this role is crucial to the success of ServiceTitan but more importantly to the tens of thousands of trades businesses across the continent we call customers. Keeping ServiceTitan up and humming at 4-9’s availability and high performance is critical to our mission of serving the trades and enabling tens of thousands of businesses across the continent to operate smoothly. ServiceTitan is a mission critical operating system our customers leverage for operating their businesses like generating leads, booking appointments, dispatching technicians, planning inventory, invoicing, accepting payments, accounting, issuing payroll, capacity planning, closing books and then some. This role owns the operating rhythm, availability, release and performance of our software.

The key responsibilities include :

• Lead, grow and develop a global SRE team of engineers that is able to provide 24x7 coverage.
• Operate operations center (OC) as well as incident command & response functions for this mission critical software.
• Achieve and maintain 4-9’s availability across our fleet.
• Own release management across core application as well as orchestrate a resilient process across functional microservices.
• Engage in service capacity planning and demand forecasting, software performance analysis as well as system tuning.
• Partner with development teams to make sure the applications are production-ready, scalable, reliable, and observable from day zero.
• Measure and optimize system performance, with an eye toward pushing our capabilities forward, getting ahead of customer needs, and innovating to continually improve.
• Identifies, develops, implements, and maintains practices that ensure the highest levels of uptime, performance, reliability, and security across the production & pre-production environments.
• Provides thought leadership in issue resolution regarding internal and external technology matters.
• Demonstrates a wide-ranging knowledge of the businesses across the enterprise and industry expertise.
• Participation in the research and proposed solutions driving the stability and reliability of our products improving overall company quality and customer satisfaction
• Establish and maintain relationships with peers and leaders, act as an internal resource for teams and business units
• Drive operational best practice adoption across critical services, continually looking to lower operational barriers to achieving improved reliability.
• Partner closely with peer engineering executives to ensure we operate as a single team and represent Service Titan in the technology community as well as interacting with customers assuring them of our continued commitment to their success

The ideal candidate will bring to the table :

• 10 -15 years of software engineering experience with a minimum of 7 years in leadership capacity of a team of 50+ engineers.
• 7+ years of experience supporting infrastructure and services hosted in AWS/GCP or Azure.
• 5+ years of experience delivering, deploying and managing enterprise applications in the cloud.
• 3+ years developing continuous integration/delivery/deployment pipelines and cloud-centric CI/CD tools.
• 3+ years of experience implementing telemetry and observability intelligence and automated remediation.
• 3+ years as a leader implementing scalability, resiliency, performance and security.
• 3+ years establishing and maturing an SRE practice.
• Comprehensive knowledge of Azure cloud services and monitoring technologies is a definite plus.
• Experience with building pre-production performance and testing environments and DR/HA constructs in a cloud substrate are definitely required.
• Experience with Infrastructure as Code (IaC) using tools such as Terraform, Ansible, etc.
• Extensive knowledge of containerization technology such as Docker, Kubernetes, etc.
• Strong knowledge of building CI/CD pipelines using tools such as Jenkins, and observability tools such as New Relic, DataDog, and Splunk Enterprise.
• A talent magnet, this leader will attract the best and the brightest to the leading vertical SaaS company for the trades industry.
• A non-negotiable need for this role will be a high EQ and a strong inclination to build a highly effective, diverse team where all members feel respected, included and can bring their whole self to the job.
• BA/BS Computer Science or a related discipline. MS/PhD highly desirable.

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.

Use of AI Technology:

We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

What We Offer:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.
ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation, which may change over time. We comply with all applicable minimum wage laws. For candidates in the United States, the good faith salary ranges estimate for this role is Zone 1: $263,800 USD - $395,600 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA Zone 2: $246,500 USD - $369,700 USD Applicable for: All other US locations. International Compensation for candidates residing outside the United States will vary by location and will be discussed during the hiring process. Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In addition to base salary, our total compensation package includes an annual bonus, equity, and a holistic suite of benefits.