Senior Site Reliability Engineer

Endear is building a modern CRM for retail teams with AI-powered tools that improve customer conversations and drive revenue. The Senior Site Reliability Engineer will establish Endear’s dedicated reliability function by improving system observability, resilience, scalability, incident response, and operational processes. The role will also develop a nearshore triage layer and partner with engineering, product, and support teams on reliability improvements.

Responsibilities:

• Build a clear view of Endear’s highest-impact reliability risks, recurring incidents, and on-call pain points
• Establish a prioritized reliability backlog and drive root-cause fixes for the most important issues
• Improve alert quality, severity definitions, escalation paths, and runbooks for common incidents
• Strengthen observability, queue health, database capacity planning, and operational readiness ahead of peak retail periods
• Create the foundation for a nearshore triage process for low-priority, repeatable issues
• Make on-call materially quieter and less disruptive for product engineers
• Build scalable systems for observability, alerting, incident response, database reliability, and queue/event-processing health
• Own and improve the nearshore triage relationship, playbooks, and escalation process
• Help establish the technical roadmap and future resourcing plan for Endear’s broader platform and reliability function
• Partner with JP Grace, CTO, to align on reliability priorities, technical risks, and the roadmap for improving on-call health
• Partner with the Engineering team on root-cause fixes, platform improvements, and architecture decisions that improve reliability
• Build and maintain playbooks, escalation paths, and expectations for routine incident handling with the Nearshore triage partner
• Help ensure issues are surfaced, prioritized, and resolved with the right level of urgency with Product and Support

Requirements:

• Have deep hands-on experience with Kubernetes, production databases, and event-driven systems
• Have operated and improved high-volume production systems with meaningful reliability, performance, and data-scale requirements
• Enjoy finding root causes, fixing repeat incidents, and building tooling that makes engineers' lives easier
• Have experience with observability, alerting, incident response, capacity planning, and operational runbooks
• Can work effectively as a senior IC: owning complex technical work directly while coordinating across teams
• Are comfortable in a lean environment where priorities move quickly and you will need to make practical trade-offs
• Bring experience from a scaling, mid-size company rather than only an early-stage startup or hyperscaler environment
• Have GCP or ClickHouse experience, which are strong pluses