Forward Deployed Engineer - India

About this role

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Skills you'll use

What you'll do

• Escalation & Support
• Own customer escalations end-to-end by managing the support queue, triaging production issues, driving investigations, and ensuring timely resolution or engineering handoff with clear diagnostics.
• Troubleshoot complex production issues by analyzing logs, traces, and telemetry to identify root causes, validate fixes, and proactively monitor platform health to detect issues before they impact customers.
• Maintain operational excellence through accurate documentation, ticket updates, runbooks, and seamless collaboration across Engineering, Product, and Customer Success to ensure continuity and rapid resolution.
• Deployment & Configuration (FDE)
• Deploy and configure the Ciroos AI SRE Teammate in customer environments, owning implementation activities from setup through production readiness while following deployment standards and runbooks.
• Design and optimize alert normalization and correlation policies, including conditions and operators (IN, CONTAINS, REGEX), field extraction from noisy sources (email, Jenkins, CI/CD), and customer-specific playbooks instead of generic catch-all rules.
• Build and maintain integrations across the customer's ecosystem, including ServiceNow (bi-directional synchronization and field mapping), Microsoft Teams/Slack routing, observability platforms (Dynatrace, Quantum Metric), and knowledge sources (GitHub, Confluence).
• Support migrations, production go-lives, and platform optimization by replicating correlation rules, validating deployments, troubleshooting investigation and enrichment failures, improving RCA quality, and feeding recurring field learnings back to Engineering and Product to continuously improve the platform.
• WHAT WE'RE LOOKING FOR

Who can apply

• Strong troubleshooting and engineering mindset, with the ability to debug complex production issues, understand distributed system behavior, and write code or scripts (Python, Go, or Java) to automate tasks, reproduce issues, and build operational tooling.
• Solid experience with cloud-native technologies, including Kubernetes, AWS/Azure/GCP, CI/CD pipelines, and observability platforms such as Dynatrace, Datadog, or Prometheus.
• Hands-on expertise in integrations and automation, including REST APIs, webhooks, event-driven workflows, alert correlation, normalization rules, regular expressions, ITSM platforms (e.g., ServiceNow), and reliable error handling.
• Excellent documentation and collaboration skills, with the ability to write actionable bug reports, maintain runbooks, communicate clearly across teams, and ensure seamless operational continuity. Familiarity with AI-assisted engineering tools is a strong advantage.
• Ownership-driven and customer-focused, with the ability to support a global customer base, manage production incidents, deployments, migrations, and critical operational events from our Bengaluru or Gurugram office.
• Experience migrating a customer off an incumbent AIOps / alerting platform (BigPanda, Moogsoft, PagerDuty, Elastic, Splunk).
• Experience building lightweight internal tooling (Python / Node / bash) to speed up validation, migration, and monitoring.
• Familiarity with LLM-powered / agentic AI workflows and their operational quirks.

About Ciroos

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