Job Description

Job Title: Site Operations (SiteOps) Engineer

Location: US

Reports To: US Engineering Manager

Job Overview

Join an innovative and fast-paced engineering team building software that allows litigation professionals to filter millions of documents down to those most important to their case using advanced techniques and artificial intelligence.

As a Site Operations (SiteOps) Engineer, you will serve as the first line of engineering response for production issues, helping ensure the reliability, availability, and performance of our platform. You will work closely with Customer Support, Engineering, and Product teams to triage incoming alerts and escalations, diagnose issues, and either resolve them directly or route them to the appropriate engineering teams.

This role sits at the intersection of customer experience, system reliability, and engineering operations. You will gain deep knowledge of the platform, support the teams building core product features, and contribute to improving operational processes, monitoring, and incident response.

You will play a key role in ensuring our platform continues to operate reliably as we scale to process increasingly large and complex datasets.

Responsibilities & Duties

• Respond to automated alerts and Customer Support escalations related to production issues
• Investigate and troubleshoot application and system issues impacting customers.
• Resolve issues within scope or escalate to the appropriate engineering team when deeper investigation is required.
• Act as the liaison between Engineering and Customer Support to ensure clear communication and timely resolution of customer-impacting issues.
• Document investigation steps, resolutions, and troubleshooting workflows for recurring issues.
• Create or update engineering tickets with clear technical details and reproduction steps when issues require development work.
• Collaborate with software engineers to diagnose root causes of production issues.
• Maintain familiarity with system architecture, processing workflows, and integrations to support effective troubleshooting.
• Participate in a rotating weekend on-call schedule to monitor and respond to production incidents outside normal business hours.

Characteristics

• Strong troubleshooting and analytical problem-solving skills.
• Ability to remain calm and organized while responding to production incidents.
• Strong communication skills with the ability to explain technical issues to both technical and non-technical stakeholders.
• Comfortable diagnosing issues across multiple systems and technologies.
• A proactive mindset with a focus on reliability, operational excellence, and continuous improvement.
• A collaborative team player who enjoys working cross-functionally.
• An eagerness to learn and deepen technical knowledge across the platform.

Technical Skills

• Experience with Ruby or Ruby on Rails applications.
• Familiarity with cloud environments (AWS or GCP).
• Experience working with monitoring, logging, and alerting platforms (e.g., Datadog, Kibana, PagerDuty).
• Familiarity with background job and queue processing systems (e.g., Sidekiq).
• Basic understanding of JavaScript/TypeScript-based frontends.
• Understanding of REST APIs, distributed systems, and web application architecture.
• Familiarity with CI/CD pipelines and modern software development workflows.

Education & Experience

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent work experience.
• 3+ years of experience in software engineering, support engineering, DevOps, or site reliability roles.
• Experience troubleshooting production systems in a cloud-based environment.
• Experience working with cross-functional engineering and support teams.

Why This Role Matters

The SiteOps Engineer plays a critical role in ensuring our customers can rely on our platform every day. By rapidly diagnosing and resolving issues, improving operational processes, and partnering with engineering teams, this role directly contributes to platform stability, customer satisfaction, and product reliability.

Benefits and Perks including but not limited to:

• 401k match program
• Comprehensive health benefits (Medical, Dental, Vision, and HSA/FSA)
• Group Term Life Insurance and Voluntary Life Insurance option
• Paid holidays
• Paid vacation, sick, and personal days
• FSA dependent care benefit
• Childbirth recovery and bonding leave policies
• Short and long-term disability benefits
• Access to onsite gym and recreational area at our Chicago office
• Friendly, collaborative, in-office work environment with ample opportunity for professional development.

For Illinois-based roles, the budgeted annual salary range is $118,000 to $140,000. Compensation for this role will depend on a number of factors, including a candidate’s qualifications, skills, competencies, and experience, and may fall outside of the range shown.  Reveal offers a competitive total rewards package, which includes the  Benefits and Perks set forth above.

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.  

Hiring Policy 

Reveal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Reveal does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Reveal considers candidates with existing visas but does not sponsor new visa applications.