• Partner directly with customers and with our Solution Architecture/Customer Success teams on L2/L3 escalations—communicating findings, driving root-cause analysis, and resolving complex packaging, deployment, upgrade, and runtime issues across heterogeneous Kubernetes environments. • Drive issues to resolution by reproducing problems locally, isolating root causes, and coordinating fixes with engineering—then documenting learnings in crisp RCAs that become actionable improvements • Build and maintain diagnostics tooling including support bundles, health checks, environment validators, and "what changed?" helpers that make future troubleshooting 10x faster • Own the test automation infrastructure roadmap, improving CI stability, reducing flaky tests, and creating reproducible integration/e2e environments that catch issues before customers do • Establish and maintain performance baselines and regression tests that serve as actionable gates, helping teams catch scale and latency issues early • Improve installation and upgrade robustness by identifying recurring failure modes and eliminating them through product changes, automation, and guardrails • Write production-quality code in Python, Go, or Rust for internal tooling and product improvements that directly enhance reliability • Close the reliability feedback loop by systematically turning field issues into better tests, observability, documentation, and product defaults—measuring success through reduced time-to-resolution and fewer repeat incidents

• Partner directly with customers and with our Solution Architecture/Customer Success teams on L2/L3 escalations—communicating findings, driving root-cause analysis, and resolving complex packaging, deployment, upgrade, and runtime issues across heterogeneous Kubernetes environments. • Drive issues to resolution by reproducing problems locally, isolating root causes, and coordinating fixes with engineering—then documenting learnings in crisp RCAs that become actionable improvements • Build and maintain diagnostics tooling including support bundles, health checks, environment validators, and "what changed?" helpers that make future troubleshooting 10x faster • Own the test automation infrastructure roadmap, improving CI stability, reducing flaky tests, and creating reproducible integration/e2e environments that catch issues before customers do • Establish and maintain performance baselines and regression tests that serve as actionable gates, helping teams catch scale and latency issues early • Improve installation and upgrade robustness by identifying recurring failure modes and eliminating them through product changes, automation, and guardrails • Write production-quality code in Python, Go, or Rust for internal tooling and product improvements that directly enhance reliability • Close the reliability feedback loop by systematically turning field issues into better tests, observability, documentation, and product defaults—measuring success through reduced time-to-resolution and fewer repeat incidents

• Collaborate closely with our engineering team to help them be more productive by improving development tools. • Maintain a strong connection to the product and remain comfortable engaging in direct feature development • You will take ownership of CI/CD stack, keeping it robust, observable, stable, and performant. • Research, implement, and develop tools to help developers write new code. • Ensure the CI/CD infrastructure and process is reliable and consistent.

• Assess service maturity and provide insights to development teams • Partner with development teams to implement observability best practices • Enable development teams to become autonomous with their service deployment, support, and infrastructure • Mentor developers on reliability practices, focusing on making them self-sufficient • Act as the bridge, ear and eyes of the Platform Division teams to drive tooling and practice adoption across development teams