Product Reliability Engineer

Role Overview

• Own the full lifecycle of issues: triage, diagnose, fix, and prevent high impact problems across the product. Roughly half your time is reactive (the escalation queue), half is proactive (stopping the next ticket before it's raised)
• Build internal tooling that makes other teams self sufficient, especially our Technical Success team (part of R&D, there to resolve technical complexity on behalf of every customer facing team). The goal: they get what they need without waiting on engineering. Bulk operations, config changes, diagnostics, automation of anything manual and painful
• Build a world-class feedback mechanism back to the product squads. You'll proactively and visibly feed what you're seeing (product pain, recurring issues, what users are actually reporting) back to roadmap teams and PMs, so it's reliably ingested and the same problems stop coming back
• Make the application meaningfully faster and more performant: instrumentation, logging, monitoring, and hands on performance work. (This matters even more right now as we scale our infrastructure function)
• Dent the backlog: fixing root causes, not symptoms, and removing repeat issues so net throughput keeps improving cycle over cycle
• Reach for AI to make all of the above faster and better: embedding AI into the triage and feedback loop, automating toil, and unlocking the context buried in eight years of codebase and docs
• Work a light weekday escalation rotation, and shipping to production independently within your first year
• The scope of this team is growing fast: as the tooling gets easier to build, what we can take on keeps expanding. There's a lot of room here for someone who wants it

Requirements

• 3+ years building production web applications full stack, including hands on Ruby on Rails and React with TypeScript
• You've owned production issues end to end before (finding, fixing, and preventing recurrence), ideally in a developer support, reliability, internal tooling, or enablement capacity
• AI native, instinctively. You reach for Claude Code (or similar) not just to write code but to explore ideas, understand unfamiliar codebases, and embed AI into nearly everything you do
• High agency and extreme ownership: first principles thinking, extreme resourcefulness, a strong bias for action
• An exceptional communicator who defaults to keeping people in the loop: progress updates, what you've found, where you're stuck. People rarely have to chase you
• Hungry for growth: you don't need a defined progression ladder; you demonstrate it by solving hard problems, taking work off your manager's plate, and growing fast
• Motivated by making teams more effective, not just by shipping your own features
• Startup or scale up B2B SaaS background, ideally a similar stage and size

Tech Stack

• React
• Ruby
• Ruby on Rails
• TypeScript

Benefits

• Comprehensive healthcare – Excellent medical, dental, & vision coverage for you and your family
• Unlimited holidays – Take the time you need to rest and recharge
• Mental health support – Unlimited, immediate access to professional counseling via Spill
• Retirement contributions – 401k or pension contributions depending on your location
• Remote-first – Work where you’re most productive, with flexibility and trust as the default
• Equity with real upside – Share in the long-term value you help create
• Fully paid parental leave – Up to 16 weeks of paid leave for new parents
• Learning budget – Annual funds for courses, books, or anything that supports your growth