Senior Production Support Engineer (Remote – US/Canada)

Nest Veterinary; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote work

Job summary

Nest Veterinary is seeking a Senior Engineer, Production Support to act as the first technical responder when production issues impact clinics. You will build monitoring, runbooks, and a taxonomy of tickets to enable faster, data-driven resolutions.

The role partners with Hospital Success to set SLAs and drive permanent fixes. You will work across the clinic app, backend services, and legacy integrations, using Python, SQL, and AI-assisted tracing tools to diagnose problems and improve system

Qualifications

• Triaged and resolved production incidents in a SaaS environment.
• Read backend logs and API errors to trace issues through client applications.
• Proficient in SQL and Python for automation and reporting.
• Built or configured monitoring and dashboards for observability.
• Able to explain technical problems clearly to non-technical customers.
• Available for escalation coverage during US business hours.

Responsibilities

• Serve as primary responder for customer-impacting issues across clinic app, backend services, and legacy integrations.
• Use AI-assisted tools to trace symptoms through API layer to source.
• Build and maintain monitoring/alerting with Datadog, Sentry and GCP.
• Write Python scripts and small tools for automation and diagnostics.
• Define ticket taxonomy and report on volume, resolution time, recurring categories.
• Set response/resolution SLAs with Hospital Success and maintain runbooks.
• Escalate recurring failure patterns with data to prioritize permanent fixes.
• Explain technical issues clearly to clinic staff and internal teams.

Skills

Incident triage

Backend logs tracing

SQL

Python

Monitoring

Clear communication

US business hours escalation

Tools

Datadog

Sentry

GCP

Zendesk

Linear

Job description

Nest Veterinary is seeking a Senior Engineer, Production Support to act as the first technical responder when production issues impact clinics. You will build monitoring, runbooks, and a taxonomy of tickets to enable faster, data-driven resolutions.

The role partners with Hospital Success to set SLAs and drive permanent fixes. You will work across the clinic app, backend services, and legacy integrations, using Python, SQL, and AI-assisted tracing tools to diagnose problems and improve system