Sustaining and Forward Deployed Engineer

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.

- 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.