Engineer, Observability (Remote)

Abercrombie and Fitch Co.•Columbus, OH

10h•Remote

About The Position

At Abercrombie & Fitch, the Technical Product Owner, Observability is a member of the Site Reliability team, which helps monitor sites to ensure they are healthy and optimal for customers. The primary goal of this position is to be the hub of observability, partnering with various teams to provide the necessary visibility to ensure websites are performing to customer expectations. This will result in improved adoption of the session replay tool, reduced customer struggle, faster MTTR, etc. This role will leverage various tools, primarily a session replay tool. Abercrombie & Fitch Co. is a global, digitally led omnichannel specialty retailer of apparel and accessories catering to kids through millennials. The company operates a family of brands, including Abercrombie & Fitch, YPB, abercrombie kids, Hollister and Gilly Hicks, with over 750 stores and e-commerce sites. At Abercrombie & Fitch Co., they lead with purpose and always put their people first, offering equitable compensation and benefits, including flexibility and competitive Paid Time Off, as well as education and engagement events, including various Associate Resource Groups, volunteer opportunities and additional time off to give back to global communities.

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

Nice To Haves

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

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.)

Benefits

Incentive bonus program
401(K) savings plan with company match
Annual companywide review process
Flexible spending accounts
Medical, dental and vision insurance
Life and disability insurance
Associate assistance program
Paid parental and adoption leave
Access to fertility and adoption benefits through Carrot
Access to mental health and wellness app, Headspace
Paid Caregiver Leave
Mobile Stipend
Paid time off and one paid volunteer day per year, allowing you to give back to your community
Work from anywhere (Mondays and Fridays are “work from anywhere” days for most roles and six work from anywhere weeks per year)
Seven associate wellness half days per year
Merchandise discount on all of our brands
Opportunities for career advancement, we believe in promoting from within
Access to multiple Associate Resource Groups
Global team of people who will celebrate you for being YOU!