Senior Engineer, Production Support

OpenKrill; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

Nest is seeking a Senior Engineer, Production Support to act as the first technical responder for production issues across clinic apps, backend services, and legacy integrations. You will build monitoring, runbooks, and data-driven insights to drive faster, more predictable resolutions.

Remote role (US or Canada) reporting to the CTO. You will collaborate with Hospital Success and be empowered to own incident response and continuous improvement initiatives.

Qualifications

• Incident triage and resolution in a SaaS environment.
• Read backend logs and trace issues across a client application.
• Proficient in SQL and data models.
• Python used for automation and reporting.
• Experience with monitoring and dashboards.
• Ability to explain technical problems to non-technical customers.
• Available for escalation coverage during US business hours.

Responsibilities

• Serve as the primary responder for customer-impacting issues across the clinic app, backend services, and legacy integrations.
• Use AI-assisted tools to trace a reported symptom through the API layer to its source.
• Build and maintain monitoring and alerting using tools such as Datadog, Sentry, and GCP.
• Write Python scripts and small tools that automate detection and repeated diagnostic work.
• Define the ticket taxonomy and report on volume, resolution time, and recurring categories.
• Set response and resolution SLAs with Hospital Success and maintain runbooks for common issues.
• Bring recurring failure patterns to engineering with the data needed to prioritize a permanent fix.
• Explain technical issues clearly to clinic staff and internal teams.

Skills

Production incident management

Backend/log analysis

SQL proficiency

Python scripting

Monitoring and dashboards

Clear communication to non-technical

US business hours escalation

Tools

Datadog

Sentry

GCP

Zendesk/Linear

Job description

SENIOR ENGINEER, PRODUCTION SUPPORT

Engineering · Remote (US or Canada) · Full-time · Reports to CTO

ABOUT NEST

Nest builds care plan infrastructure for veterinary hospitals. Corporate veterinary groups use Nest to run preventive care memberships under their own brand, and we handle what sits underneath: enrollment, recurring billing, analytics, marketing, and seller-of-record compliance.

Care plans change how pets receive care. Pet owners pay a predictable monthly amount, visit more often, and catch problems earlier. Hospitals build steadier revenue and longer client relationships. Our mission is to make that kind of preventive care available to every pet.

ABOUT THE TEAM

Nest Engineering builds the software hospitals use to run care plans, including a Flutter desktop application used in clinics, FastAPI and gRPC services in Python and Rust on Google Cloud, and integrations with practice management systems. This role sits between engineering and Hospital Success, the team that supports hospitals day to day.

WHAT YOU'LL DO

When something breaks in production, a front desk team may be unable to enroll a client or a pet owner's payment may fail. You will be the first technical responder for those issues, and you will build the system that catches them before a hospital has to report them: monitoring, a clear ticket taxonomy, runbooks, and response targets agreed with Hospital Success. After a year, recurring issues will be fixed at the source, the team will know from data where the platform is weakest, and hospitals will see faster and more predictable resolution.

RESPONSIBILITIES

• Serve as the primary responder for customer-impacting issues across the clinic app, backend services, and legacy integrations.
• Use AI-assisted tools to trace a reported symptom through the API layer to its source.
• Build and maintain monitoring and alerting using tools such as Datadog, Sentry, and GCP.
• Write Python scripts and small tools that automate detection and repeated diagnostic work.
• Define the ticket taxonomy and report on volume, resolution time, and recurring categories.
• Set response and resolution SLAs with Hospital Success and maintain runbooks for common issues.
• Bring recurring failure patterns to engineering with the data needed to prioritize a permanent fix.
• Explain technical issues clearly to clinic staff and internal teams.

WHO YOU ARE

We are looking for someone who meets the minimum requirements for this role. If you meet them, we encourage you to apply. Preferred qualifications are a bonus, not a requirement.

MINIMUM REQUIREMENTS

• You have triaged and resolved production incidents in a SaaS environment.
• You read backend logs and API errors comfortably and can trace an issue through a client application.
• You know your way around the application data models and are proficient in SQL.
• You write Python for automation and reporting.
• You have built or configured monitoring and dashboards.
• You explain technical problems clearly to non-technical customers.
• You are available for escalation coverage during US business hours.

PREFERRED QUALIFICATIONS

• Experience with GCP, Datadog, or Sentry.
• Experience on an on-call rotation.
• Experience setting up ticket tagging and reporting in Zendesk, Linear, or similar.
• Experience in healthcare or another regulated industry.

HOW WE WORK

Nest is a small, fully remote team. Each person owns outcomes the company depends on, and the scope of most roles grows as the company does. We write decisions down, give direct feedback, and expect problems to be raised early. The work is demanding because hospitals and pet owners rely on it every day, and it suits people who want more ownership than a larger company would offer.

OUR HIRING PROCESS

Our process typically includes a conversation with the hiring manager, a working session based on the actual job, and conversations with the people you would work with most. We will tell you what each stage covers before it starts, and we close the loop with everyone we interview.

EQUAL OPPORTUNITY

Nest is an equal opportunity employer. We make hiring decisions based on the work and the person, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. If you need accommodation during the hiring process, email [e-mail].