Production Support Engineer, Rover
+ Long-term incentive plan with a company performance-based cash payout
2+ days a week in office
Network of pet sitters and dog walkers
Be an early applicant
Network of pet sitters and dog walkers
501-1000 employees
Be an early applicant
+ Long-term incentive plan with a company performance-based cash payout
2+ days a week in office
501-1000 employees
Company mission
To allow more people to experience the unconditional love of a pet.
Role
Who you are
- This is an ideal position for a technical, customer-focused individual familiar with large-scale consumer websites and mobile applications
- We are looking for someone who can thrive in a collaborative environment, have a true passion for Rover’s mission and values and are passionate about building a deep and wide understanding of Rover’s systems and using those to improve our systems
- 2+ years of experience in a Production Support, Application Support, Technical Operations, Site Reliability Engineering (SRE), Support Helpdesk or Engineering role focused on production system operations
- Hands-on experience using monitoring and observability platforms to investigate live incidents. (e.g., Splunk, Datadog, ELK)
- Solid experience with database systems, including the ability to write and execute complex SQL queries for data analysis and issue resolution
- Experience coordinating between CX or non-technical teams and engineering, comfortable with technical and non technical communication
- Proficiency in at least one scripting language (e.g., Python, Bash) for automation and ad-hoc analysis
- Bonus: Experience with incident management frameworks (e.g. PagerDuty, OpsGenie) and platforms such as Jira Service Management or Zendesk
What the job involves
- The support engineer would be joining the Site Reliability (SRE) Team
- The SRE team is responsible for the Rover platform’s overall performance, scalability, and reliability
- We use observability tools, investigative skills, and data to help our engineering teams deliver a stable, reliable, and robust experience for our owners and sitters
- The SRE team is part of the Platform Engineering division
- As such, we work broadly across the company, serving many partners and requiring exceptional partner communication and relationship building
- We are seeking a highly motivated and technically skilled Support Engineer to join our team
- This role is critical in ensuring the stability, performance, and availability of our production systems and maintaining a positive customer experience
- The ideal candidate will serve as the primary technical liaison between our Customer Experience (CX) team and our Product Development teams, focusing on rapid response, in-depth troubleshooting, and effective resolution of customer-impacting issues
- Act as the primary technical point of contact when CX escalates customer-impacting issues, translating business impact into clear technical problem statements
- Triage incoming incidents, assess severity and urgency, and communicate status updates across stakeholders in a clear and timely manner
- Manage the incident lifecycle from initial report through resolution, communicating status updates clearly to relevant stakeholders (CX, Product, Engineering)
- Develop and maintain comprehensive runbooks and knowledge base articles for common issues and standard operational procedures
- Troubleshoot and debug complex production issues utilizing logging platforms (e.g., Splunk, ELK stack), monitoring tools (e.g., Datadog, Prometheus, Grafana), and database query tools (SQL, NoSQL) to diagnose the root cause of problems
- Perform code-level analysis when necessary to pinpoint defects or architectural weaknesses contributing to production instability
- Collaborate effectively with Product Development teams to prioritize, document, and hand off confirmed bugs and large-scale systemic issues for permanent resolution
- Act as the escalation point for the CX team when issues require deeper technical investigation or coordination with engineering teams
Our take
Rover.com connects pet parents with the nation’s largest network of loving and trustworthy pet sitters and dog walkers. Through Rover, pet parents can discover, book, and manage personalized care for their dogs, including pet sitting, dog walking, in-home dog boarding, and doggy day care.
Rover has fundamentally changed the U.S pet services industry, a market which is worth $10+ billion, by improving the way pet owners find and book pet care. Rover’s app is now the most downloaded and best-reviewed dog walking and pet sitting app in North America.
Although things slowed down for the company during the pandemic, the successful bounce-back has led it to an IPO and significant growth, notably in European markets. Pet spending is on the rise too, and Rover seems well positioned to ride that wave - an outlook reinforced by its $2.3 billion acquisition by Blackstone, which shows both the platform's resilience and the long-term attractiveness of its offering.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Glassdoor (4.3)
Trustpilot (4.5)
Company
Funding (last 2 of 8 rounds)
May 2018
$125m
LATE VC
Jul 2017
$65m
SERIES F
Total funding: $280.9m
Company benefits
- Treats: Enjoy stocked fridges, coffee, soda, and lots of treats (for humans and dogs). We offer free lunches twice a month and have regular team activities, including happy hours, and more.
- Hybrid Working: We believe that the best work is done in a flexible environment.
- Compensation and Benefits: We offer competitive compensation, health benefits and a pension plan with company match. We also offer generous perks like meal vouchers and wellness reimbursement.
- Time Off: Family and life events will always trump business. We offer 25 days of PTO.
- Dogs and Cats: We'll provide help to adopt or foster a pet and help cover your pet's staycation with a sitter on Rover.
Company values
- Commitment to our community
- No office politics
- Intentional balance of pace and precision
- Focus on Impact
- Discipline in the way we debate
- Devotion to each other as people
- Relentless pursuit of inspiring outcomes
Company HQ
Seattle
Articles
Leadership
Brent Turner
(Chief Executive Officer)Megan Teepe
(Chief Growth Officer)Eddie Torpoco
(Chief Legal Officer)Salary benchmarks
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