Service Reliability Engineer

At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market

The Product Department at Deliverect is at the forefront of the digital ordering revolution, dedicated to consistently delivering groundbreaking solutions to the global marketplace. Our team of passionate and innovative engineers, designers, and product managers architect tools that empower businesses to thrive in the evolving digital landscape, streamlining digital ordering for delivery and on-premise services. We are committed to creating user-friendly, dependable, and scalable technology that simplifies operations and enhances customer experiences, playing an integral role in the success of businesses worldwide. In our department, innovation is not just a concept; it's the driving force behind everything we do.

Your Impact: Working closely with our Forward Deployed Engineering Lead and Product Team Leads, you will ensure our enterprise customers across North America can onboard and run their operations seamlessly with maximum uptime across our Commerce, Kiosk, Dispatch, and Restaurant products. In this role, you will serve as the dedicated technical presence in the North American time zone, actively building detection strategies and telemetry while stepping in to swiftly resolve high-impact incidents and implement lasting fixes so they never recur.

Responsibilities

• 3 to 5 years of software engineering or reliability engineering experience using Python in a web or API context (we use Flask and Eve; experience with Ruby or TypeScript for backend development is also welcome).
• Proven experience building, integrating, and troubleshooting modern API architectures (REST, JSON-RPC, SOAP/XML).
• Hands-on experience operating containerized workloads with Docker and Kubernetes within cloud environments.
• Demonstrated track record maintaining reliability, performance, and uptime for high-scale SaaS platforms where service disruptions carry substantial business cost.
• Strong proficiency working with Git and command-line interfaces (CLI).
• A self-driven, problem-solving mindset focused on identifying root causes and building automated mitigation tooling so systems remain resilient.
• Excellent cross-functional communication and stakeholder collaboration skills across diverse time zones.
• Practical familiarity with NoSQL databases (ideally MongoDB) is an asset.

Requirements

• Safeguard system health, latency, throughput, and error rates across Deliverect’s Commerce, Restaurant, Dispatch, and Kiosk products for major North American enterprise accounts
• Architect, implement, and maintain proactive monitoring, alerting, and detection systems to preemptively catch degradation before customer operations are impacted 
• Take ownership of critical incident response in the North American time zone, participating in an on-call rotation to rapidly restore operational performance and maintain high uptime 
• Conduct thorough, blameless root-cause analyses (RCAs), write detailed post-mortems, and partner with product engineering teams to ensure learnings lead to permanent preventative fixes
• Implement bug fixes, resilience patches, and feature enhancements directly in our core codebase (primarily Python/Flask/Eve) while participating in architecture and code reviews 
• Collaborate directly with Forward Deployed Engineering, Customer Success, and enterprise stakeholders to translate complex client technical challenges into scalable platform solutions