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Production Support Lead

Production Support Lead

CimulateBoston, MA, United States
11 hours ago
Job type
  • Full-time
Job description

Overview

Cimulate is an AI-native eCommerce search and discovery platform built on cutting-edge LLM technology. We help commerce brands deliver radically better shopping experiencesfaster, more relevant, and easier to manageby understanding context rather than relying on brittle rules-based personalization. Backed by top investors and founded by a team whove already built and sold another commerce startup (Celect to Nike), were now building the future of contextual commerce, and were just getting started.

Role

The Role :

Cimulate is seeking a skilled Production Support Engineer to join our dynamic team as we strive to revolutionize the future of commerce. In this pivotal role, you will have the opportunity to architect and implement innovative software solutions. As a Production Support Lead, you will run production support, manage deployments (e.g., model releases), and respond to issues, with the opportunity to grow the role to include managing vendor(s) for 24 / 7 L1 coverage. We are looking for someone who is not only technically proficient but also possesses strong problem-solving skills and a creative mindset. Your work will directly contribute to the advancement of our intelligent systems and will play a key role in achieving strategic goals. Join us on this journey to build innovative AI solutions that transform how businesses operate and engage with their customers, as we strive to become leaders in the realm of artificial intelligence.

Responsibilities

  • Monitor production systems, pipelines, and deployed models
  • Respond to service / pipeline failures and work with dev teams on fixes
  • Manage deployments and operational processes (playbooks, incident response, postmortems, escalation paths)
  • Track and improve reliability metrics (SLAs, SLOs, SLIs)
  • Partner closely with DevOps to ensure infrastructure and tooling support operational needs
  • Grow into managing vendor teams to provide 24 / 7, follow-the-sun support

Qualifications

  • Experience in monitoring production systems, handling incidents, and ensuring service reliability.
  • Proficiency with Git and version control workflows; familiarity with CI / CD pipelines.
  • Hands-on experience with cloud platforms (GCP preferred) and observability tools (e.g. Prometheus, Grafana).
  • Ability to run scripts and execute operational workflows; basic scripting skills (Python, Bash, or similar) are a plus.
  • Skilled at creating clear technical documentation, runbooks, and playbooks to support operational processes and offshore teams.
  • Strong analytical and problem-solving skills for debugging production issues.
  • Excellent communicator, able to work effectively with both engineering teams and non-technical stakeholders.
  • Calm under pressure, with solid incident management skills and willingness to participate in on-call rotations when needed.
  • Growth mindset with the ambition to lead vendor teams and scale 24 / 7 operational support.

    • Why Join Cimulate?

  • Work with a passionate and collaborative founding team
  • Make a real impact at an early-stage startup with high-growth potential
  • Help redefine the future of online shopping and personalization
  • Competitive compensation, equity, and benefits

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    Production Lead • Boston, MA, United States