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Pulau Pinang, Malaysia
Remote only
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.
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 to ensure consistent and reliable responses to recurring issues, collaborating with product teams to expand coverage over time.
Write, maintain, and enhance automation scripts and tools that streamline common remediation steps, improve response times, and reduce manual operational overhead.
Use metrics, logs, and tracing tools (Grafana/Prometheus, GCP Monitoring, OpenTelemetry) to proactively identify problems, validate system behavior, and support continuous improvement of detection mechanisms.
Act as the central point of communication during active incidents, ensuring timely updates and clear routing to the correct product engineering and SRE stakeholders.
Collaborate with reliability and product teams to share insights, recommend improvements, and help refine processes that enhance the stability and operability of our systems.
Participate in a shared weekend on-call rotation to help maintain operational coverage for production systems, responding to incidents and escalations as needed and coordinating with engineering teams when issues arise.
Help establish operational best practices, refine workflows, and prepare the foundation for a broader reliability operations function.
Qualifications
Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.
5+ years of professional experience in Reliability Operations, Site Reliability Engineering, DevOps, IT Operations, or a related technical support function.
Demonstrated experience owning or participating in Tier 2 or Tier 3 technical investigations, including triage, log analysis, and structured escalation.
Experience supporting distributed systems, cloud-hosted services, or production operational environments.
Hands-on experience participating in incident response processes.
Strong proficiency with Linux, including navigating systems, reviewing logs, and performing diagnostics.
Experience writing, executing, and maintaining runbooks, automations, and operational workflows.
Ability to interpret metrics, logs, and traces using tools such as Grafana/Prometheus, Google Cloud Monitoring, and OpenTelemetry.
Familiarity with modern cloud environments, preferably Google Cloud Platform (GCP), including basic debugging, permissions, and service-level triage.
Ability to investigate and remediate issues following documented procedures, escalating effectively when needed.
Understanding of CI/CD pipelines, deployed application behavior, and operational dependencies across microservices.
Proficiency with Jira or similar platforms for ticketing and structured incident tracking.
Exceptional communication skills, especially during high-pressure incidents where clear, concise updates are critical.
Calm and methodical approach to troubleshooting, prioritization, and decision-making.
Strong collaboration skills when coordinating with product engineering, SRE, and global support teams.
High level of ownership, reliability, and accountability when handling operational responsibilities and incident leadership.
What Makes You Stand Out
Experience acting as an incident commander or primary incident response lead for high-severity events.
Hands-on experience with robot fleets, IoT devices, or edge systems operations.
Experience building lightweight tools, scripts, or internal automations to increase operational efficiency.
Familiarity with incident management tools such as PagerDuty, OpsGenie, Jira Service Management, or Grafana IRM.
Background creating or improving operational documentation, runbooks, or support processes at scale.
Ability to coach and mentor others, and to uplift operational maturity within a region or team.
Strong networking fundamentals, including experience diagnosing connectivity issues across distributed systems. Familiarity with Tailscale or similar zero-trust networking tools is a major plus.
Additional Information
As part of maintaining continuous operational coverage, this role also participates in a rotating weekend on-call schedule shared across the Reliability Operations team.