Director of Software Engineering (Infrastructure)

• Reporting to the VP of Infrastructure, this role is crucial to the success of ServiceTitan but more importantly to the tens of thousands of trades businesses across the continent we call customers
• Keeping ServiceTitan up and humming at 4-9’s availability and high performance is critical to our mission of serving the trades and enabling tens of thousands of businesses across the continent to operate smoothly
• ServiceTitan is a mission critical operating system our customers leverage for operating their businesses like generating leads, booking appointments, dispatching technicians, planning inventory, invoicing, accepting payments, accounting, issuing payroll, capacity planning, closing books and then some
• This role owns the operating rhythm, availability, release and performance of our software
• Lead, grow and develop a global SRE team of engineers that is able to provide 24x7 coverage
• Operate operations center (OC) as well as incident command & response functions for this mission critical software
• Achieve and maintain 4-9’s availability across our fleet
• Own release management across core application as well as orchestrate a resilient process across functional microservices
• Engage in service capacity planning and demand forecasting, software performance analysis as well as system tuning
• Partner with development teams to make sure the applications are production-ready, scalable, reliable, and observable from day zero
• Measure and optimize system performance, with an eye toward pushing our capabilities forward, getting ahead of customer needs, and innovating to continually improve
• Identifies, develops, implements, and maintains practices that ensure the highest levels of uptime, performance, reliability, and security across the production & pre-production environments
• Provides thought leadership in issue resolution regarding internal and external technology matters
• Demonstrates a wide-ranging knowledge of the businesses across the enterprise and industry expertise
• Participation in the research and proposed solutions driving the stability and reliability of our products improving overall company quality and customer satisfaction
• Establish and maintain relationships with peers and leaders, act as an internal resource for teams and business units
• Drive operational best practice adoption across critical services, continually looking to lower operational barriers to achieving improved reliability
• Partner closely with peer engineering executives to ensure we operate as a single team and represent Service Titan in the technology community as well as interacting with customers assuring them of our continued commitment to their success

Benefits

• Flexible time off
• Fully paid individual medical, dental, and vision coverage
• Access to on-demand services like Ginger, Headspace, One Medical, Galileo, Aaptiv, and more
• Tax free savings via HSA, FSA, and Dependent Care FSA
• 401(k) match
• Medical plan with up to $20,000 in fertility coverage
• Up to 30 weeks of paid leave for birthing parents and up to 16 for non-birthing parents
• Adoption support including reimbursement of up to $20,000
• Bereavement leave for loss of a pregnancy or loved one
• Access to programs for new parents including Maven Maternity, Ready, Set, Food! Wellthy, SNOO Smart Sleeper, and more
• Personal development programs- 3+ years of experience implementing telemetry and observability intelligence and automated remediation
• 5+ years of experience delivering, deploying and managing enterprise applications in the cloud
• 7+ years of experience supporting infrastructure and services hosted in AWS/GCP or Azure
• 10 -15 years of software engineering experience with a minimum of 7 years in leadership capacity of a team of 50+ engineers
• Comprehensive knowledge of Azure cloud services and monitoring technologies is a definite plus
• Experience with Infrastructure as Code (IaC) using tools such as Terraform, Ansible, etc
• 3+ years establishing and maturing an SRE practice
• A non-negotiable need for this role will be a high EQ and a strong inclination to build a highly effective, diverse team where all members feel respected, included and can bring their whole self to the job
• Extensive knowledge of containerization technology such as Docker, Kubernetes, etc
• A talent magnet, this leader will attract the best and the brightest to the leading vertical SaaS company for the trades industry
• BA/BS Computer Science or a related discipline. MS/PhD highly desirable
• 3+ years as a leader implementing scalability, resiliency, performance and security
• Strong knowledge of building CI/CD pipelines using tools such as Jenkins, and observability tools such as New Relic, DataDog, and Splunk Enterprise
• Experience with building pre-production performance and testing environments and DR/HA constructs in a cloud substrate are definitely required
• 3+ years developing continuous integration/delivery/deployment pipelines and cloud-centric CI/CD tools
• Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway