• Work with application developers to design and implement pipelines and workflows to effectively build, test and deploy applications • Work with infrastructure and security teams to ensure pipelines align with necessary requirements for networking, security and performance • Support the SDLC to help ensure our product development meets and passes necessary compliance and infosec requirements • Be first line of support to enable developers to move faster within the Waystar ecosystem • Support in the management of internal tooling • Maintain clear, consistent communication with management. • Build and maintain positive, collaborative relationships with team members • Perform additional duties as assigned

• Implement and maintain comprehensive observability solutions, providing real-time insights into system performance and overall health • Investigate and resolve incidents quickly during critical situations and perform root cause analysis • Collaborate with cross-functional teams to build robust monitoring, alerting, and telemetry solutions • Design and implement observability solutions tailored for edge computing environments • Define and maintain Service Level Indicators (SLIs), Service Level Objectives (SLOs), and business KPIs • Build and optimize dashboards, visualizations, and alerting systems • Implement distributed tracing and log aggregation systems • Collaborate with engineering teams to ensure applications and infrastructure at edge locations are designed with observability in mind • Drive proactive identification of issues in edge facilities through advanced observability tools • Lead incident postmortems and implement observability-driven improvements • Develop and maintain tools, scripts, and automation to enhance observability pipelines • Evaluate and integrate industry-standard observability tools • Optimize observability data storage, retention, and querying • Mentor and guide junior SREs and engineers on observability best practices • Partner with solution, engineering, and business teams to align observability efforts with business objectives • Stay current with emerging observability trends, tools, and methodologies • Contribute to the development of observability standards, runbooks, and documentation • Drive cost optimization for observability infrastructure while maintaining high-quality monitoring

• Lead effective squad rituals and ensure production readiness through high-quality peer review, QA, documentation, deployment, logging, and monitoring practices • Partner with engineers to ensure solutions are scalable, architecturally sound, flexible, and secure • Create accountability for delivery timelines while fostering an inclusive, collaborative, and empathetic work environment • Provide timely, specific coaching and development opportunities for your direct reports • Hire, onboard, and grow the right people to accomplish business objectives within your squad • Build deep understanding of Customer.io’s vision, products, and customers to drive meaningful engineering investigations and decisions • Collaborate with other Engineering Managers and technical leaders to align on strategy and execution

• Grow as the Subject Matter Expert (SME) for security best practices • Promote a culture of security, automation, and continuous improvement • Integrate and manage security controls and best practices • Manage DAST, IAST, and SAST tools to identify and remediate vulnerabilities • Automate security testing and compliance checks • Develop and enforce policy as code for Kubernetes environments • Implement and manage infrastructure as code (IaC) solutions • Collaborate with development, operations, and security teams to address vulnerabilities • Continuously evaluate and improve DevSecOps tools, processes, and standards