Production Support Engineer

Описание вакансии

Who we are:

Want to make an impact? Join our pack and come work (and play!) with us.

We believe everyone deserves the unconditional love of a pet—and at Rover, our mission is to make it easier to experience that love. Founded in 2011, the Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe. We empower our community of trusted pet sitters and dog walkers to run their own pet care businesses on Rover with the tools and security of a global company to back them.

Headquartered in Seattle, Washington, we work closely with our teams in Barcelona, San Antonio, Spokane, and remote locations. We’ve got a reputation for being a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies.

At Rover, our furry coworkers are just as important as our human ones—and we wouldn’t have it any other way. Along with making the joys of pet parenthood more accessible, we’re committed to fostering a diverse, inclusive, and welcoming community of pet people—and that starts with our employees.

Meet the Site Reliability and Production Support Team

The support engineer would be joining the Site Reliability (SRE) Team. The SRE team is responsible for the Rover platform’s overall performance, scalability, and reliability. We use observability tools, investigative skills, and data to help our engineering teams deliver a stable, reliable, and robust experience for our owners and sitters. The SRE team is part of the Platform Engineering division. As such, we work broadly across the company, serving many partners and requiring exceptional partner communication and relationship building.

What we are looking for

We are seeking a highly motivated and technically skilled Support Engineer to join our team. This role is critical in ensuring the stability, performance, and availability of our production systems and maintaining a positive customer experience. The ideal candidate will serve as the primary technical liaison between our Customer Experience (CX) team and our Product Development teams, focusing on rapid response, in-depth troubleshooting, and effective resolution of customer-impacting issues. This is an ideal position for a technical, customer-focused individual familiar with large-scale consumer websites and mobile applications. We are looking for someone who can thrive in a collaborative environment, have a true passion for Rover’s mission and values and are passionate about building a deep and wide understanding of Rover’s systems and using those to improve our systems.

Your Responsibilities:

• Act as the primary technical point of contact when CX escalates customer-impacting issues, translating business impact into clear technical problem statements.
• Triage incoming incidents, assess severity and urgency, and communicate status updates across stakeholders in a clear and timely manner.
• Manage the incident lifecycle from initial report through resolution, communicating status updates clearly to relevant stakeholders (CX, Product, Engineering).
• Develop and maintain comprehensive runbooks and knowledge base articles for common issues and standard operational procedures.
• Troubleshoot and debug complex production issues utilizing logging platforms (e.g., Splunk, ELK stack), monitoring tools (e.g., Datadog, Prometheus, Grafana), and database query tools (SQL, NoSQL) to diagnose the root cause of problems.
• Perform code-level analysis when necessary to pinpoint defects or architectural weaknesses contributing to production instability.
• Collaborate effectively with Product Development teams to prioritize, document, and hand off confirmed bugs and large-scale systemic issues for permanent resolution.
• Act as the escalation point for the CX team when issues require deeper technical investigation or coordination with engineering teams.

Your Qualifications and Skills:

• 2+ years of experience in a Production Support, Application Support, Technical Operations, Site Reliability Engineering (SRE), Support Helpdesk or Engineering role focused on production system operations.
• Hands-on experience using monitoring and observability platforms to investigate live incidents. (e.g., Splunk, Datadog, ELK).
• Solid experience with database systems, including the ability to write and execute complex SQL queries for data analysis and issue resolution.
• Experience coordinating between CX or non-technical teams and engineering, comfortable with technical and non technical communication.
• Proficiency in at least one scripting language (e.g., Python, Bash) for automation and ad-hoc analysis.
• Bonus: Experience with incident management frameworks (e.g. PagerDuty, OpsGenie) and platforms such as Jira Service Management or Zendesk.

Our style:

• We are proud to be professional software developers building high quality, scalable and supportable solutions.
• We are curious and passionate about learning, providing the right environment and resources for professional growth.
• We are committed to building, fostering and maintaining a culture of inclusivity and diversity both on our teams and in our products.
• We embrace progressive engineering practices including automated testing and a continuous deployment pipeline.
• We are serious about the quality of our production operation, and have thorough system, application and user interaction monitoring and anomaly detection.
• We are passionate about data-driven decision-making.
• We are friendly, supportive and respectful, and we pay attention to the impact and quality of our work as well as keeping work/life balance.
• And, dogs in the office. Bring yours, too!

Benefits of working at Rover:

• Long-term incentive plan with a company performance-based cash payout
• Pension plan
• Private medical insurance
• 25 days PTO
• Meal allowance and flexible compensation plan (transport and nursery)
• Gym membership
• €450 to cover the costs associated with the adoption of a pet
• Annual €150 wellness reimbursement
• Flexible work hours, sometimes you'll need to be in at certain times, but on the whole, we're pretty flexible when it comes to managing workload and time
• Grab snacks, fresh fruit, in our kitchen to keep yourself going
• Regular team activities, events, game nights, and more
• Dog-friendly office

Rover is an equal-opportunity employer committed to promoting a diverse, inclusive, and inventive environment with the best employees. We’re driven by seeing our people succeed and grow, and we work to ensure everyone contributes to their fullest potential. We consider all qualified applicants without regard to age, race, color, ancestry, national origin, religion, disability, protected veteran status, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable laws, regulations, and ordinances.