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