Product Reliability Engineer, Virtuous

• This role is ideal for someone who thrives at the intersection of development, diagnostics, and Technical Support
• You have 5+ years of experience in software engineering with strong expertise in .NET (C#, ASP.NET Core)
• You have experience in SaaS environments and a deep understanding of multi-tenant systems, APIs, and distributed application behavior
• You enjoy debugging and getting to the bottom of complex edge cases
• You have strong communication skills and love partnering with non-engineers to solve hard problems
• You’re curious and proactive—when you see recurring issues, you dig in and design a better path forward
• You’re comfortable being customer-facing—jumping on calls or helping restore trust during high-impact incidents
• The ideal candidate for Virtuous embodies our values by:
• Asking questions with a spirit of curiosity
• Giving feedback freely with candor & grace, welcoming it in return
• Displaying a passion for philanthropy and technology
• Serving with joy. Everyone is willing to make the coffee!
• Celebrating the wins & milestones of others
• Assuming good intent & demonstrating trust in others
• Pursuing relationships with people different from themselves & creates space to be human

Desirable

• We’re looking for a Site Reliability Engineer (.NET) to join our Engineering team
• This is a cross-functional role that lives within Engineering but works deeply embedded with our Support team
• You’ll report directly to the Director of Engineering, with a dotted-line to the Director of Technical Support
• Your mission is to increase product reliability and support efficiency by resolving advanced customer issues or bugs, building internal tooling, and strengthening engineering-minded practices within Tier 2 Support
• Primary — Resolve Complex Support Tickets
• You’ll be the go-to engineer for tackling tough customer issues that reach Tier 2 and require deep application or systems knowledge. This includes:
• Troubleshooting complex .NET service behaviors, data anomalies, or performance bottlenecks
• Debugging support requests from Tier 2 that require engineering insight or code-level evaluation
• Drive resolution of customer reported bugs by identifying root causes and delivering targeted fixes or mitigations
• Maintaining empathy for Support and customers throughout incident response
• Willingness to join customer calls to investigate issues firsthand, build trust, and accelerate resolution
• Secondary — Build Internal Support Tooling
• You’ll help our Support team move faster by creating the tools they need to solve more problems independently. You will:
• Build and maintain internal diagnostics tools, dashboards, and scripts
• Create reusable utilities for inspecting customer environments and data
• Identify patterns in escalations and proactively reduce friction through automation or visibility tooling
• Tertiary — Equip the Support Team with Engineering Thinking
• You’ll help foster deeper engineering knowledge within Support by:
• Mentoring Tier 2 agents on technical systems, debugging practices, and tooling
• Hosting working sessions to walk through incident root causes and resolutions
• Collaborating to improve workflows, escalation paths, and the overall support-to-engineering handoff process