Engineering Lead, Production Support (Remote)

Proactively build, configure, and maintain the monitoring and alerting stack (e.g., Datadog, Sentry, GCP-native tooling) so issues surface before a clinic has to report them. Write scripts and lightweight tools to automate detection and recurring diagnostic work.

Own the ticket taxonomy — labeling and categorizing every incoming issue so it can be tracked reliably. Build and maintain regular reporting on ticket volume, resolution time, and recurring categories, and use that data to show where the platform is weakest and where engineering time should go next.

Build and maintain a lightweight runbook for common issues. Establish clear SLAs with the Hospital Success team for response and resolution times, and hold the team to them.

Identify recurring failure patterns and drive permanent fixes upstream with engineering, rather than closing the same ticket every week. Communicate technical issues clearly to non-technical clinic staff and internal stakeholders.

Production incident triage/troubleshooting experience in a SaaS environment

Technical fluency across a modern stack — comfortable reading backend logs and API errors, and tracing issues through a client application

Experience using AI tools to accelerate technical diagnosis and troubleshooting

Comfort building or configuring monitoring/observability tooling and dashboards from scratch

Python scripting ability for internal tooling, automation, and reporting

Strong customer-facing communication skills — you can explain a technical problem without jargon

High-agency ownership of ambiguous, unowned problems

Available for on-call/escalation coverage within US business hours

Nice to Have

GCP or observability tooling familiarity (Datadog, Sentry)

Healthcare or regulated-industry exposure

Prior on-call rotation experience

Experience setting up ticket-tagging or reporting systems (Zendesk, Linear, etc.)

10x growth trajectory — help build the product support function and systems that will scale alongside Nest

High-impact role — work at the intersection of customers, product, and engineering to solve meaningful problems and improve the platform

Real ownership — take the lead on complex product issues, identify recurring patterns, and help shape how we approach technical support

Direct influence on the product — turn customer challenges and support trends into actionable insights for Product and Engineering

Ground-floor opportunity — help define what exceptional product support looks like as Nest continues to grow

Teammates who show up — work alongside a kind, motivated, and highly collaborative team

Nest is an equal-opportunity employer. You are welcome at Nest for who you are, no matter where you come from or what you look like. Our platform is for everyone, and so is our workplace. Bring us your personal experience, your perspectives, and your background. It's in our differences that we will find the power to keep revolutionizing veterinary health care and help pets live longer, healthier, and happier lives.