Remote Engineering Lead - Production Support & Incidents

nestveterinary; United States; Remote; USD 140,000 - 200,000; Full time

Benefits offered by this job

Fully remote

Job summary

Nest Veterinary is seeking an Engineering Lead to serve as the first technical responder for production support on a care-plan platform used by veterinary hospitals. You will triage incidents across a clinic app, backend services, and integrations, building monitoring and runbooks to prevent recurring issues.

The role sits between engineering and customer success, translating failure patterns into permanent fixes and providing data-driven visibility into platform weaknesses.

Qualifications

• Experience triaging and resolving production incidents in a SaaS environment.
• Comfort reading backend logs, tracing issues through API layers.
• Proficient in Python for automation and reporting.
• Experience building or configuring monitoring dashboards.
• Able to explain technical problems clearly to non-technical customers (clinic staff, CS).
• Availability for escalation coverage during US business hours.

Responsibilities

• Act as the primary responder for customer-impacting incidents across the clinic app, 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.

Skills

Incident response

SaaS experience

Python scripting

Communication with non-technical staff

On-call readiness

Tools

Datadog

Sentry

GCP

Zendesk

Linear

Job description

Nest Veterinary is seeking an Engineering Lead to serve as the first technical responder for production support on a care-plan platform used by veterinary hospitals. You will triage incidents across a clinic app, backend services, and integrations, building monitoring and runbooks to prevent recurring issues.

The role sits between engineering and customer success, translating failure patterns into permanent fixes and providing data-driven visibility into platform weaknesses.