Engineer, Observability (Remote)

Abercrombie & Fitch Co. is a global, digitally led omnichannel specialty retailer of apparel and accessories. The Technical Product Owner, Observability is responsible for ensuring the performance of websites by collaborating with various teams, maintaining the observability roadmap, and leveraging tools to enhance customer experience.

Responsibilities:

• Maintain the roadmap for observability and regularly communicate and align progress with cross-functional partners
• Build relationships with Engineers, Voice of Customer, CX, Analytics, Product Owners, etc. by initiating and driving collaborative discussions to identify gaps in alerts and monitors, align on how to address the gaps (metrics, tools, owners, etc.) and influence associated SLOs
• Gather requirements to build and maintain reports and alerts for our team and others to monitor & react to relevant opportunities
• Perform ad hoc analysis based on reporting, alerts and feedback from various internal and external partners
• Leverage front-end engineering knowledge (HTML, CSS, JavaScript, browser dev tools) to analyze customer struggle, Core Web Vitals, client-side errors, etc. leveraging the session replay tool to provide technical insights, hypotheses and next steps
• Serve as technical liaison to engineering teams triaging customer experience anomalies, aligning on ownership and priority, and packaging findings (impact, reproduction cues, suspected root cause) into actionable engineering work
• Recognize opportunities to have vendor or internally led training sessions and coordinate with internal partners
• Explore how we can leverage new technologies (ex. AI) to improve observability
• Manage the session replay tool vendor relationship (Push for tool improvements, issue resolution, budget, POs, RFPs, etc.)

Requirements:

• 3+ years of proven experience identifying performance concerns/customer struggle and driving improvements for websites
• Experience with session replay tools (FullStory, Quantum Metrics, Glassbox, etc.) or other observability tools (Adobe Analytics, Dynatrace, Splunk, etc.)
• A strong desire to find problems, understand them, determine customer impact, and collaborate with teams to resolve them
• Working knowledge of front-end technologies such as HTML, CSS, JavaScript, and browser developer tools
• Ability to interpret and analyze session replay data to identify customer struggle and hypothesize technical root causes
• Experience debugging client-side issues and understanding how front-end code interacts with APIs and backend systems
• Strong communication skills to articulate technical findings to engineering teams and non-technical stakeholders
• Experience collaborating with engineering and product teams to triage and prioritize customer-impacting issues
• Inclined to be proactive with initiating, leading and driving discussions/meetings with internal & external partners
• Basic abilities in data literacy and a solid understanding of website KPIs and their interplay
• Organized, collaborative, persistent and can prioritize and balance several opportunities, initiatives and requests
• Ability to lead and mentor others on the team, particularly those at the associate & assistant level
• 4+ years of relevant front-end web development experience is preferred
• A Bachelor's degree or an additional 3 years of relevant work experience is preferred