Engineering Lead, Production Support (Remote)

Nest Veterinary is on track to 10x growth this year. We're the category leader in care plan infrastructure for veterinary practices, backed by top investors in animal health and partnered with leading hospital networks.

You’re here to build a best-in-class production support system with cutting-edge technology to ensure seamless scaling for our ambitions.

Our mission is to make pet care accessible to every pet parent. We provide fully-managed, tech-enabled care plan solutions that help veterinary practices increase compliance, drive revenue, and deliver better preventive care without administrative burden.

We’re transforming an industry with design-forward products and a team that genuinely cares about outcomes.

The Role

You'll be the first line of technical response for production issues across our Flutter desktop clinic app, FastAPI/gRPC backend, and legacy integrations. Using AI-assisted tooling, you'll:

• Triage, diagnose, and resolve incidents faster than manual log-diving alone.
• Build monitoring and alerting systems to catch issues before customers do.
• Turn every incoming ticket into labeled, categorized, and reported data to track recurring issues.
• Collaborate with our Hospital Success team to keep clinics running smoothly.
• Work with engineering to fix recurring issues upstream instead of just patching them.

What You'll Own

Incident Response & Triage

Be the primary responder for customer-impacting production issues. Use AI-assisted diagnostic tools to accelerate root-cause analysis by tracing symptoms through the API layer to their source.

Monitoring & Observability

Proactively build, configure, and maintain monitoring and alerting stacks (e.g., Datadog, Sentry, GCP-native tooling). Write scripts and lightweight tools to automate detection and recurring diagnostics.

Metrics & Reporting

Own the ticket taxonomy, labeling and categorizing every issue for reliable tracking. Build and maintain regular reports on ticket volume, resolution time, and recurring categories to identify platform weaknesses and guide engineering priorities.

Knowledge Base & SLAs

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

Root Cause & Engineering Partnership

Identify recurring failure patterns and drive permanent fixes upstream with engineering. Communicate technical issues clearly to non-technical clinic staff and stakeholders.

What We're Looking For

• Production incident triage/troubleshooting experience in a SaaS environment.
• Technical fluency across a modern stack, comfortable reading backend logs, API errors, and tracing issues through client applications.
• Experience using AI tools to accelerate technical diagnosis and troubleshooting.
• Ability to build or configure monitoring/observability tooling and dashboards from scratch.
• Python scripting ability for internal tooling, automation, and reporting.
• Strong customer-facing communication skills to explain technical problems without jargon.
• High-agency ownership of ambiguous, unowned problems.
• Availability for on-call/escalation coverage within US business hours.

Nice to Have:

• Familiarity with GCP or observability tooling (Datadog, Sentry).
• Healthcare or regulated-industry exposure.
• Prior on-call rotation experience.
• Experience setting up ticket-tagging or reporting systems (Zendesk, Linear).