Engineering Lead, Production Support (Remote)

Nest Veterinary

5d • Remote

About The Position

Nest Veterinary is seeking an Engineering Lead, Production Support to build a best-in-class production support system with cutting-edge technology to ensure seamless scaling. The company is a category leader in care plan infrastructure for veterinary practices, backed by top investors and partnered with leading hospital networks. Nest Veterinary's mission is to make pet care accessible to every pet parent by providing fully-managed, tech-enabled care plan solutions that help veterinary practices increase compliance, drive revenue, and deliver better preventive care without administrative burden. They are transforming the industry with design-forward products and a team that genuinely cares about the outcome.

Requirements

• 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 Haves

• 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.)

Responsibilities

• Be the primary responder for customer-impacting production issues.
• Use AI-assisted diagnostic tools to accelerate root-cause analysis — tracing a symptom reported in the clinic app back through the API layer to its actual source, faster than manual log-diving alone.
• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed