Note: The job is a remote job and is open to candidates in USA. Endear is building a modern CRM for retail teams with AI-powered tools that help sales associates create more effective customer conversations. The Senior Site Reliability Engineer will establish and improve reliability practices, including observability, alerting, capacity planning, incident response, runbooks, and root-cause remediation, while partnering with engineering teams and a nearshore triage provider.

Responsibilities

• Build a clear view of Endear’s highest-impact reliability risks, recurring incidents, and on-call pain points
• Establish a prioritized reliability backlog and drive root-cause fixes for the most important issues
• Make on call cost measurable, so every later claim is arguable from data
• Propose the observability standard and the alerting policy, agreed across engineering rather than published, and land them in one team's real workflow
• Improve alert quality, severity definitions, escalation paths, and runbooks for common incidents
• Strengthen observability, queue health, database capacity planning, and operational readiness ahead of peak retail periods
• Create the foundation for a nearshore triage process for low-priority, repeatable issues
• Make on-call materially quieter and less disruptive for product engineers
• Build scalable systems for observability, alerting, incident response, database reliability, and queue/event-processing health
• Make reliability requirements part of how work gets scoped, not something discovered after launch
• Own and improve the nearshore triage relationship, playbooks, and escalation process
• Help establish the technical roadmap and future resourcing plan for Endear’s broader platform and reliability function
• Align on reliability priorities, technical risks, and the roadmap for improving on call health
• Partner on root-cause fixes, platform improvements, and architecture decisions that improve reliability
• Build and maintain playbooks, escalation paths, and expectations for routine incident handling
• Help ensure issues are surfaced, prioritized, and resolved with the right level of urgency

Skills

• Have deep hands-on experience with Kubernetes, production databases, and event-driven systems
• Have operated and improved high-volume production systems with meaningful reliability, performance, and data-scale requirements
• Like teaching. You have run on call training, written the observability guide, or paired with product engineers to instrument their services
• Enjoy finding root causes, fixing repeat incidents, and building tooling that makes engineers' lives easier
• Have experience with observability, alerting, incident response, capacity planning, and operational runbooks
• Can work effectively as a senior IC: owning complex technical work directly while coordinating across teams
• Are comfortable in a lean environment where priorities move quickly and you will need to make practical trade-offs
• Bring experience from a scaling, mid-size company rather than only an early-stage startup or hyperscaler environment
• Have GCP or ClickHouse experience, which are strong pluses

Benefits

• Fully remote, U.S.-based role
• Comprehensive healthcare, including medical, dental, and vision, plus a 401(k) plan
• Monthly stipend for co-working and home-office setup
• Flexible PTO and unlimited vacation
• Opportunity to build Endear’s first dedicated reliability function from the ground up

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