About Scope
At Scope, we're redefining how intelligent systems perceive and interact with the world. Our platform blends computer vision, edge computing, and connected hardware to automate complex inspection tasks in real‑world industrial environments. From cloud‑based orchestration to ruggedized edge devices, our systems bring together advanced software, machine learning, and industrial‑grade hardware to deliver reliable, scalable solutions that improve safety and operational efficiency across North America.
We're a small, fast‑moving team with a growing fleet of deployed systems and plans to roughly triple our footprint over the next year. As we scale, we're deepening our commitment to reliability, observability, and world‑class operational performance ensuring that every deployed system performs when it matters most.
About the Role
When one of our systems goes down in the field, a crew stops working while they're waiting on us. We need someone to own that front line: diagnose, triage, and resolve issues.
We're looking for a Product Reliability Engineer to establish and own the foundation of our support and reliability function. This is a hands‑on technical role for someone who loves digging into complex systems, troubleshooting live environments, and building the processes and tools that make everything run smoother.
You'll sit at the intersection of engineering, operations, and customer success investigating issues across our software, edge, and hardware layers and helping prevent them from recurring. Over time, you'll scale your impact from direct triage to designing the monitoring, automation, and incident management systems that elevate our reliability as a company.
This role is an opportunity to shape how we detect, diagnose, and resolve issues across an entire deployed platform.
What You’ll Do
- Respond to live system issues
- Diagnose across multiple layers of the stack
- Triage and escalate issues to appropriate teams
- Establish and maintain internal support processes
- Build the Knowledge System
- Integrate with observability tools
- Create automated support processes
- Prepare the team for scaling
What You’ll Bring
Must-haves
- 3+ years in technical operations, support engineering, site reliability, or DevOps within a complex system environment (hardware + software preferred)
- Proven track record of root causing complex issues across software, network, OS and hardware.
- Experience supporting edge computing, IoT, or field‑deployed industrial systems
- Strong Linux command‑line fluency
- Proficiency with Python
- Solid networking fundamentals: TCP/IP, DHCP, DNS, HTTP, WiFi, firewall basics, and comfort diagnosing connectivity across a multi‑device chain
- Strong debugging and systems‑thinking mindset.
- Self‑directed and comfortable with ambiguity
Strong pluses
- Familiarity with support infrastructure tools (Zendesk, Jira Service Management, or similar)
- Working familiarity with Kubernetes
- Familiarity with industrial cellular routers and networking equipment
- Experience with observability tools such as Prometheus, Grafana, or Datadog
- Experience building monitoring, alerting, or observability for distributed systems
- Exposure to computer vision or ML systems
- Experience building a support function, knowledge base, or operations team from scratch
- Background in utility, energy, or heavy industrial sectors
How This Role Evolves
Phase 1: Own the front line.
Handle live issues, learn every failure mode, write the first runbooks, establish the retro cadence, and begin handling triage independently. Your primary value is taking the support burden off engineering.
Phase 2: See the patterns, improve the systems.
You've seen enough to know where observability gaps are, which fixes should be automated, and what tooling would make you twice as effective. Implement alerting and monitoring, build diagnostic tooling, and reduce engineering interruptions.
Phase 3: Drive reliability at scale.
The monitoring you've built catches issues before customers do. The automation handles the routine. You're spending less time firefighting and more time on fleet health, reliability improvements, and preparing to grow the team when volume demands it. You own incident response, reliability metrics, and long‑term mitigations.
Why You’ll Love This Role
You’ll have the autonomy to build something from scratch — a reliability practice that directly improves our customers’ trust and our engineers’ focus. You'll touch every layer of our product, from networking and edge computing to cloud orchestration. And you'll see the tangible impact of your work every time a deployed system performs better, faster, and more reliably in the field.
This is a role for builders — people who enjoy solving hard problems, designing systems that last, and helping shape the future of industrial reliability.
#J-18808-Ljbffr