• Respond to and manage customer support requests via helpdesk tickets and other communication channels in a timely and professional manner. • Troubleshoot and resolve complex application, database, and infrastructure-related issues. • Monitor system and application health, proactively identifying and addressing potential issues. • Support deployments, upgrades, migrations, and environment configuration as part of Professional Services (PS) activities. • Develop and maintain a deep understanding of the application platform, including architecture, integrations, and deployment models. • Investigate, document, and clearly communicate defects, root causes, and technical findings to Engineering. • Log, track, and manage unresolved issues, coordinating internally, and maintaining transparent communication with customers. • Test, validate, and support new features, bug fixes, and releases. • Contribute to infrastructure automation, configuration management, and deployment pipelines. • Collaborate closely with Engineering to support platform reliability and continuous improvement. • Contribute to internal documentation, operational runbooks, and knowledge base articles.

• Keeping XBOW’s production systems stable, observable, and resilient as the product scales. • Building and maintaining automated reliability tooling, covering monitoring, alerting, and self healing. • Defining and tracking service level goals for both production and development environments. • Close collaboration with infrastructure and feature teams to manage cloud systems through IaC. • Conducting root-cause investigations and incident analysis across the organization. • Helping maintain internal and customer-facing status dashboards that clearly communicate system health and uptime.

• Automate infrastructure with Terraform and ARM templates • Build CI/CD pipelines and automation with PowerShell and YAML • Manage Azure IaaS & PaaS resources efficiently • Configure Azure networking: App Gateways, Firewalls, API Management • Monitor infrastructure using Azure tools and third-party observability platforms • Implement OAuth2/OpenID Connect with Entra ID • Govern resources using Azure Policies • Design geo-redundant, highly available systems • Apply basic SQL in deployment and support tasks • Ensure infrastructure security, compliance (e.g., PCI DSS) • Optimize cloud costs using Azure Cost Management tools • OnCall availability (if needed) • Contribute to a collaborative team environment while working independently • Participate in Agile Scrum teams, continuously improving delivery pipelines

• Lead the design of scalable, fault-tolerant and self-healing systems in a multi-region AWS environment. • Define and track Service Level Objectives (SLOs) and Service Level Indicators (SLIs) to drive architectural decisions and error budget policies. • Conduct blameless post-incident reviews to uncover systemic root causes and implement long-term preventive measures. • Identify patterns of manual work and lead the development of internal tools/automation to permanently eliminate them. • Develop and maintain automated runbooks and playbooks for common operational tasks and complex incident response. • Shift from simple monitoring to deep observability, ensuring high cardinality data leads to proactive actionable insights. • Proactively identify and mitigate operational risks through chaos engineering and architecture reviews. • Work with software engineers to design systems for reliability, scalability, and maintainability from the early stages of the SDLC. • Continuously evaluate and optimize system performance, capacity, and cost efficiency. • Beyond just participating, you will refine the on-call experience to reduce alert fatigue, improve MTTR, and ensure sustainable rotation health.