• Serve as a primary owner for the reliability, availability, performance, operability, and capacity of one or more production services • Deploy, operate, maintain, and continuously improve production services running in Autodesk GovCloud environments • Partner with engineering teams to ensure services are designed with reliability, scalability, security, and operability in mind • Define and operate reliability practices such as SLOs/SLIs, error budgets, production readiness reviews, service reviews, and operational health reviews • Build automation to improve deployment safety, operational efficiency, incident response, and service recovery • Design, develop, and maintain software, automation, and tooling that improve the reliability, scalability, and efficiency of production systems • Implement and improve monitoring, alerting, logging, tracing, and observability capabilities across supported services • Lead and participate in incident response, troubleshooting, and post-incident reviews focused on learning and continuous improvement • Develop and maintain operational documentation, runbooks, and recovery procedures • Scale and enhance resilience testing and Gameday practices to validate system behavior, recovery capabilities, and operational readiness • Continuously identify and eliminate operational toil through software engineering, automation, and process improvement • Ensure supported services remain compliant with Autodesk security, privacy, and regulatory requirements, including FedRAMP and related controls where applicable • Participate in a 24x7 on-call rotation for production services

• Serve as a primary owner for the reliability, availability, performance, operability, and capacity of one or more production services • Deploy, operate, maintain, and continuously improve production services running in Autodesk GovCloud environments • Partner with engineering teams to ensure services are designed with reliability, scalability, security, and operability in mind • Define and operate reliability practices such as SLOs/SLIs, error budgets, production readiness reviews, service reviews, and operational health reviews • Build automation to improve deployment safety, operational efficiency, incident response, and service recovery • Design, develop, and maintain software, automation, and tooling that improve the reliability, scalability, and efficiency of production systems • Implement and improve monitoring, alerting, logging, tracing, and observability capabilities across supported services • Lead and participate in incident response, troubleshooting, and post-incident reviews focused on learning and continuous improvement • Develop and maintain operational documentation, runbooks, and recovery procedures • Scale and enhance resilience testing and Gameday practices to validate system behavior, recovery capabilities, and operational readiness • Continuously identify and eliminate operational toil through software engineering, automation, and process improvement • Ensure supported services remain compliant with Autodesk security, privacy, and regulatory requirements, including FedRAMP and related controls where applicable • Participate in a 24x7 on-call rotation for production services • Function effectively in a fast-paced environment while helping establish and mature operational excellence practices for Autodesk GovCloud

• Partner with customers to decompose ambiguous goals into concrete, buildable AI use cases, uncovering hidden complexity and edge cases along the way. • Determine whether the data a use case needs is available, identify the right APIs or MCP sources, and secure access. • Use Gladly’s CLI to register APIs on the App Platform, making customer data accessible to Gladly AI and agents. • Write app actions in JavaScript to condense large API payloads down to the fields the AI actually needs. • Build the workflows and guides that tell Gladly’s AI how to use that information and respond to the customer. • Own use cases end to end after launch: monitor performance, optimize, and build new use cases that lift assist and resolution rates. • Give proactive status updates to customers and the internal team, and partner with SAMs and Implementation Managers to keep goals and timelines aligned. • Participate in QBRs and EBRs to show progress and ensure customers are getting measurable value. • Partner with Solutions Engineering on pre-sales demos, and pull in Professional Services Engineering for the most complex custom work.

• Experiência sólida em desenvolvimento de software e práticas de engenharia de software. • Experiência avançada na construção, manutenção e otimização de pipelines CI/CD utilizando YAML. • Experiência prática com Git e estratégias de versionamento, branching e gerenciamento de releases. • Experiência com conteinerização utilizando Docker e orquestração de containers com Kubernetes. • Experiência na implementação e automação de testes unitários, integração, regressão e validações de qualidade em pipelines CI/CD. • Experiência comprovada com Azure DevOps e GitHub, incluindo Azure Pipelines, GitHub Actions e gerenciamento de repositórios. • Conhecimento de práticas DevSecOps, incluindo análise de vulnerabilidades, gestão de segredos e controles de segurança em pipelines.