Product Reliability Engineer

About the role

ABOUT POINTONE

PointOne builds infrastructure for the legal industry, powering timekeeping and billing systems used by law firms and government agencies. We’re a venture‑backed startup (Y Combinator, Bessemer, 8VC, General Catalyst) made up of software engineers (Jane Street, Google, Stanford, Princeton) and ex-attorneys. To keep up with inbound customer demand, we are quickly scaling our engineering team following a $16M Series A.

We process the most confidential data for institutions working on the most sensitive matters—and our customers depend on us being up, accurate, and fast, always. We're hiring a Product Reliability Engineer to own the health, stability, and observability of our systems end-to-end.

THE ROLE

You are the connective tissue between our customers and our product. You’re a product engineer focused on a key dimension of the user experience: reliability. When reliability is threatened, you'll work directly with customers to understand impact, stop the bleeding, create a robust fix, and then close the loop.

However, this role isn't only reactive. The best PREs use front-line signals to make the whole system more resilient: better observability, fewer recurring failures, and proactive investments that get ahead of problems before customers feel them.

This is a hands-on, full-stack engineering role at the intersection of product, infrastructure, and customer impact.

WHAT YOU'LL OWN

Reliability & Incident Response

- Respond quickly to automated alerts and customer-reported issues

- Triage, diagnose, and resolve production incidents with a bias toward permanent fixes over workarounds

- Build and maintain incident response playbooks and postmortem processes

- Coordinate cross-functionally with customer success managers and key account stakeholders to maintain customer trust in the event of an incident

Observability & Prevention

- Design and instrument telemetry, logging, and alerting across our serverless AWS stack

- Build dashboards and health metrics that surface issues before customers feel them

- Identify recurring failure patterns and drive systemic fixes into the codebase

- Reduce operational toil through automation

Product Stability

- Contribute directly to the codebase—improving resilience, reducing tech debt, and creating automation to ensure bugs are resolved quickly and with little human intervention

- Partner with engineers on new feature launches to assess reliability risks before they ship

- Make data-driven recommendations on where to invest in stability

WHAT WE'RE LOOKING FOR

- 2+ years of software engineering experience, with meaningful time spent in reliability, platform, or production-facing roles

- Strong debugging instincts and comfort tracing failures across distributed systems using logs, traces, and metrics