Site Ops Engineer

Reveal•Chicago, IL

5d•$118,000 - $140,000

About The Position

Join an innovative and fast-paced engineering team building software that allows litigation professionals to filter millions of documents down to those most important to their case using advanced techniques and artificial intelligence. As a Site Operations (SiteOps) Engineer, you will serve as the first line of engineering response for production issues, helping ensure the reliability, availability, and performance of our platform. You will work closely with Customer Support, Engineering, and Product teams to triage incoming alerts and escalations, diagnose issues, and either resolve them directly or route them to the appropriate engineering teams. This role sits at the intersection of customer experience, system reliability, and engineering operations. You will gain deep knowledge of the platform, support the teams building core product features, and contribute to improving operational processes, monitoring, and incident response. You will play a key role in ensuring our platform continues to operate reliably as we scale to process increasingly large and complex datasets.

Requirements

Strong troubleshooting and analytical problem-solving skills.
Ability to remain calm and organized while responding to production incidents.
Strong communication skills with the ability to explain technical issues to both technical and non-technical stakeholders.
Comfortable diagnosing issues across multiple systems and technologies.
A proactive mindset with a focus on reliability, operational excellence, and continuous improvement.
A collaborative team player who enjoys working cross-functionally.
An eagerness to learn and deepen technical knowledge across the platform.
Experience with Ruby or Ruby on Rails applications.
Familiarity with cloud environments (AWS or GCP).
Experience working with monitoring, logging, and alerting platforms (e.g., Datadog, Kibana, PagerDuty).
Familiarity with background job and queue processing systems (e.g., Sidekiq).
Basic understanding of JavaScript/TypeScript-based frontends.
Understanding of REST APIs, distributed systems, and web application architecture.
Familiarity with CI/CD pipelines and modern software development workflows.
Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent work experience.
3+ years of experience in software engineering, support engineering, DevOps, or site reliability roles.
Experience troubleshooting production systems in a cloud-based environment.
Experience working with cross-functional engineering and support teams.

Responsibilities

Respond to automated alerts and Customer Support escalations related to production issues
Investigate and troubleshoot application and system issues impacting customers.
Resolve issues within scope or escalate to the appropriate engineering team when deeper investigation is required.
Act as the liaison between Engineering and Customer Support to ensure clear communication and timely resolution of customer-impacting issues.
Document investigation steps, resolutions, and troubleshooting workflows for recurring issues.
Create or update engineering tickets with clear technical details and reproduction steps when issues require development work.
Collaborate with software engineers to diagnose root causes of production issues.
Maintain familiarity with system architecture, processing workflows, and integrations to support effective troubleshooting.
Participate in a rotating weekend on-call schedule to monitor and respond to production incidents outside normal business hours.

Benefits

401k match program
Comprehensive health benefits (Medical, Dental, Vision, and HSA/FSA)
Group Term Life Insurance and Voluntary Life Insurance option
Paid holidays
Paid vacation, sick, and personal days
FSA dependent care benefit
Childbirth recovery and bonding leave policies
Short and long-term disability benefits
Access to onsite gym and recreational area at our Chicago office
Friendly, collaborative, in-office work environment with ample opportunity for professional development.