Senior Reliability Operations Engineer

At Serve Robotics, we’re reimagining how things move in cities. Our personable sidewalk robot is our vision for the future. It’s designed to take deliveries away from congested streets, make deliveries available to more people, and benefit local businesses.

The Serve fleet has been delighting merchants, customers, and pedestrians along the way in Los Angeles, Miami, Dallas, Atlanta and Chicago while doing commercial deliveries. We’re looking for talented individuals who will grow robotic deliveries from surprising novelty to efficient ubiquity.

WHO WE ARE

We are tech industry veterans in software, hardware, and design who are pooling our skills to build the future we want to live in. We are solving real-world problems leveraging robotics, machine learning and computer vision, among other disciplines, with a mindful eye towards the end-to-end user experience. Our team is agile, diverse, and driven. We believe that the best way to solve complicated dynamic problems is collaboratively and respectfully.

The Senior Reliability Operations Engineer leads operational reliability by region owning incident response, escalations, and Tier 2 support for robotic and cloud systems. This role drives the creation and improvement of runbooks, automations, and operational processes while coordinating closely with product engineering and SREs. This position serves as the regional incident lead, ensuring issues are resolved efficiently and communicated clearly to all stakeholders.

Responsibilities

- Serve as the primary incident lead during your region’s daytime hours, coordinating technical investigations, centralizing communication, and engaging the appropriate engineering and SRE teams when escalation is required.

- Respond to escalations from Tier 1 support, using runbooks, metrics, logs, and system diagnostics to investigate and remediate issues or determine when escalation to Tier 3 is necessary.

- Develop and update runbooks, workflows, and operational documentation ...