Automation & Reliability Engineering Lead (Support Systems)

Overview Seeking for an experienced Automation & Reliability Engineering Lead to design, build, and lead automation and metrics solutions that reduce manual support toil and improve operational visibility across Support and SRE teams. This is a hands-on technical leadership role focused on engineering enablement, not tool-specific automation or day-to-day production support. Key Responsibilities

• Define automation strategy and reference architectures for Support and SRE workflows
• Lead and mentor a small automation engineering team (may start as an individual contributor role)
• Design and build automation utilities, services, and frameworks to eliminate manual operations
• Engineer data pipelines to extract, normalize, and correlate operational data from systems such as Salesforce, email, logs, and internal services
• Define metric semantics (SLAs, lifecycle events, ownership, timestamps) and ensure data accuracy
• Partner with Support, SRE, and Power Platform teams to enable dashboards and reporting
• Establish standards for reliability, error handling, auditability, and documentation in automation solutions
• Identify, prioritize, and track automation opportunities based on toil reduction and risk mitigation

Required Qualifications

• 8+ years of experience in software engineering, automation, or platform engineering
• Strong hands-on programming experience in Python OR Java (one primary language required)
• Proven experience building internal tools, automation frameworks, or backend services
• Solid understanding of APIs (REST), data formats (JSON, CSV), and system integration
• Experience working with operational or production systems and understanding support workflows
• Ability to translate business or operational needs into reliable engineering solutions

Preferred Qualifications

• Experience designing or contributing to automation programs at scale
• Familiarity with observability concepts such as logging, metrics, and alerting
• Working knowledge of SQL or data persistence technologies
• Prior experience collaborating with SRE, DevOps, or Support teams Nice to Have
• Exposure to AI/ML or GenAI techniques applied to operational automation (classification, summarization, anomaly detection)
• Experience supporting metric pipelines feeding BI or workflow automation platforms
• Healthcare or SaaS domain experience Skills:- Python and Java