Senior Production Reliability Engineer — Remote

OpenKrill; United States; Remote; 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

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.