Engineer, Production Support

Nest builds care plan infrastructure for veterinary hospitals. Corporate veterinary groups use Nest to run preventive care memberships under their own brand, and we handle what sits underneath: enrollment, recurring billing, analytics, marketing, and seller-of-record compliance.

Care plans change how pets receive care. Pet owners pay a predictable monthly amount, visit more often, and catch problems earlier. Hospitals build steadier revenue and longer client relationships. Our mission is to make that kind of preventive care available to every pet.

About the team

Nest Engineering builds the software hospitals use to run care plans, including a Flutter desktop application used in clinics, FastAPI and gRPC services in Python and Rust on Google Cloud, and integrations with practice management systems. This role sits between engineering and Hospital Success, the team that supports hospitals day to day., * Serve as the primary responder for customer-impacting issues across the clinic app, backend services, and legacy integrations.

• Use AI-assisted tools to trace a reported symptom through the API layer to its source.
• Build and maintain monitoring and alerting using tools such as Datadog, Sentry, and GCP.
• Write Python scripts and small tools that automate detection and repeated diagnostic work.
• Define the ticket taxonomy and report on volume, resolution time, and recurring categories.
• Set response and resolution SLAs with Hospital Success and maintain runbooks for common issues.
• Bring recurring failure patterns to engineering with the data needed to prioritize a permanent fix.
• Explain technical issues clearly to clinic staff and internal teams.

• You have triaged and resolved production incidents in a SaaS environment.
• You read backend logs and API errors comfortably and can trace an issue through a client application.
• You know your way around the application data models and are proficient in SQL.
• You write Python for automation and reporting.
• You have built or configured monitoring and dashboards.
• You explain technical problems clearly to non-technical customers.
• You are available for escalation coverage during US business hours., * Experience with GCP, Datadog, or Sentry.
• Experience on an on-call rotation.
• Experience setting up ticket tagging and reporting in Zendesk, Linear, or similar.
• Experience in healthcare or another regulated industry.

Nest is a small, fully remote team. Each person owns outcomes the company depends on, and the scope of most roles grows as the company does. We write decisions down, give direct feedback, and expect problems to be raised early. The work is demanding because hospitals and pet owners rely on it every day, and it suits people who want more ownership than a larger company would offer.