Sustaining and Forward Deployed Engineer

About the Role

The Site Reliability and Forward Deployed Engineer is an individual contributor who supports production operations, incident response, and post-launch reliability across the Abacus Insights platform. Working with guidance from experienced engineers and technical leaders, this role builds practical skills in troubleshooting, automation, customer support, and reliable system operations.

This role combines:

• Production operations and reliability engineering fundamentals
• Hands-on technical troubleshooting during incidents and escalations
• Customer-facing technical support for deployments and production issues
• Software development and automation to reduce manual operational work

You will help investigate production issues involving AWS infrastructure, Databricks workloads, and data pipelines. You will partner with senior engineers, platform teams, and customer-facing teams to resolve issues, improve operational documentation, and turn recurring problems into reusable solutions.

You are expected to participate actively in incident response, debug systems using established tools and runbooks, and contribute code and documentation that improve reliability and operability.

Success in this role is supported through structured onboarding covering the platform, production support processes, incident response, and customer context; pairing and mentorship from experienced SRE, platform, data, and engineering team members; progressive ownership, beginning with documented and well-scoped tasks before moving to more complex incidents and customer engagements; and regular feedback focused on technical growth, operational judgment, communication, and automation skills.

Your day to day

• Participate in production incident triage, mitigation, recovery, and follow-up activities under the guidance of experienced engineers.
• Contribute evidence, technical findings, and follow-up actions to root cause analyses (RCAs).
• Investigate and resolve well-scoped production defects and field-reported issues, escalating complex or high-risk problems appropriately.
• Collaborate with Engineering, Data, Customer Success, and Support teams during customer-impacting incidents and escalations.
• Maintain and improve runbooks, troubleshooting guides, monitoring, alerting, and operational checklists.
• Support customer deployments, integrations, and production troubleshooting alongside senior or customer-facing engineers.
• Write and maintain Python scripts or small services that automate repeatable operational workflows, improve observability, and reduce manual toil.
• Use established tools and procedures to support AWS- and Databricks-based production systems, including basic performance, data quality, and job-failure investigations.
• Document incident learnings and customer issues, and help convert recurring patterns into reusable tools, knowledge articles, and product improvement suggestions.
• Participate in an on-call or shift-based support rotation after completing the required onboarding and readiness training.

What you bring to the team

• 2-4 years of professional experience in software engineering, site reliability engineering, technical support, production operations, data engineering, or a related field. Relevant internships, academic projects, or hands-on technical training may be considered.
• Understanding of cloud computing and interest in supporting production systems in AWS.
• Basic Python programming skills and the ability to read, troubleshoot, and modify existing scripts or services.
• Familiarity with Linux command-line tools, logs, APIs, or SQL-based troubleshooting.
• Basic understanding of incident response, root cause analysis, monitoring, alerting, and observability concepts.
• Awareness of distributed systems, CI/CD pipelines, source control, and Infrastructure as Code concepts.
• Clear written and verbal communication, including the ability to document findings and provide timely status updates.
• A structured troubleshooting mindset, attention to detail, and willingness to ask for help or escalate when appropriate.
• Ability to take ownership of assigned tasks through resolution with coaching and guidance.
• Curiosity, adaptability, and a strong interest in learning production reliability and customer-facing engineering practices.
• Bachelors Degree in engineering or related field.

What we would like to see, but not required

• Internship, project, or work experience in a cloud, data, DevOps, technical support, or production operations environment.
• Exposure to Databricks, Spark, Snowflake, data pipelines, or other data platforms and warehouses.
• Familiarity with Kubernetes or EKS, EMR, Lambda, Terraform, or similar infrastructure technologies.
• Experience using ticketing, monitoring, logging, or incident management tools.
• Exposure to healthcare, regulated data, or security-conscious environments.
• Experience participating in an on-call, lab-support, service-desk, or operational support rotation.
• Customer-facing, consulting, implementation, or technical communication experience.

What you’ll get in return

• Competitive Leave & Benefits
• Comprehensive health coverage
• Equity for every employee – share in our success
• Growth-focused environment – your development matters here

Work arrangements

• Standard hours: 9 hours/day, 5 days/week
• Location: Pune, 5 Days from the office
• Shift: Your standard working hours will be nine (9) hours per day within the Company’s standard working hours. Specific working hours may vary based on business needs.