Forward Deployed Engineer (SDEV)
About The Position
PagerDuty is seeking a Forward Deployed Engineer for its customer-focused SRE Agent team. The role works within the company's largest customer accounts to connect the SRE Agent to production environments—including observability tools, infrastructure as code, GitOps tooling, and CI/CD pipelines—and guide teams from AI-assisted incident response toward supervised and autonomous actions with safety guardrails. The engineer also contributes code to the core SRE Agent product, developing reusable tools, connectors, and skills based on real customer needs. The position is part of the product engineering team and directly shapes how agentic AI operates within strategic customers. The engineer works with 2–4 strategic customer teams, deploys and configures the SRE Agent, runs pilots, identifies blockers, and helps establish safe adoption of AI actions across incident management. They collaborate with product and engineering leaders, define technical roadmaps for assigned accounts, and bring customer feedback and evaluation data back to the core product team. The role requires 25–50% travel during active customer engagements. PagerDuty operates a hybrid work model, with candidates required to reside in an eligible location.
Requirements
- At least 8 years of experience building and shipping production software across team boundaries, assessed against PagerDuty Staff Engineer / SDE V expectations.
- Hands-on production experience with LLM and agent systems, including agent development, tool-use frameworks such as MCP or equivalent, evaluation pipelines, and guardrail design.
- Strong customer-facing skills, including the ability to lead technical design sessions with customer engineers and present a business case to leadership.
- Comfort working with ambiguity and turning vague problem statements in unfamiliar environments into working software with limited direction.
- A record of shipping adopted software and sound judgment about which customer requests generalize and when not to build.
- Demonstrated infrastructure and deployment experience with Terraform or Pulumi at scale, GitOps such as ArgoCD or equivalent, CI/CD pipeline design, and progressive delivery patterns such as canary, blue/green, and soak periods.
- Willingness to travel 25–50% during active customer engagements.
Nice To Haves
- Practical operational knowledge of incident management and observability concepts, including on-call, postmortems, SLOs/SLIs, and alerting.
- Customer-facing technical consulting, forward-deployed engineering, or solutions architecture experience in addition to a core software engineering background.
- Founder or founding engineer background, with experience navigating high ambiguity and driving unscripted problem-solving.
- Experience with policy-as-code, fine-grained permissioning, or safety guardrail patterns for agent-driven automation.
- Production experience with PagerDuty or competing digital operations and incident management platforms.
- Active open-source contributions to the AI agent or Model Context Protocol (MCP) ecosystem.
Responsibilities
- Work onsite and maintain regular contact with 2–4 strategic customer teams to deploy the SRE Agent, configure tools and connectors, and embed AI actions into incident management workflows.
- Scope, design, and build reusable agent tools, connectors, and skills on the agent's extensibility surfaces, and ship them through product repositories, review processes, and evaluation gates.
- Run pilots with strategic accounts, gather evaluation data, identify technical blockers such as permissions, telemetry, or missing connectors, and implement production fixes in the product.
- Integrate the SRE Agent with infrastructure-as-code systems, GitOps tooling, CI/CD pipelines, and observability platforms; guide customers toward autonomous operations using safe progressive delivery.
- Define 3–6 month technical roadmaps across assigned accounts, provide architectural guidance to product managers and engineering managers, and share customer friction and evaluation data with the core team.
Benefits
- Competitive salary
- Comprehensive benefits package
- Flexible work arrangements
- Company equity
- Employee Stock Purchase Program (ESPP)
- Retirement or pension plan
- Generous paid vacation time
- Paid holidays and sick leave
- Dutonian Wellness Days and HibernationDuty companywide paid days off in addition to PTO
- Paid parental leave: 22 weeks for pregnant parents and 12 weeks for non-pregnant parents, subject to local laws and potentially longer country-specific standards
- Paid volunteer time off: 20 hours per year
- Company-wide hack weeks
- Mental wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
