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Salary: USD 145,000 - 218,900 / annual
PagerDuty is seeking a Forward Deployed Engineer to join the SRE Agent team, working embedded within 2–4 strategic Fortune 500 customer accounts. In this role, you will deploy and configure the SRE Agent across production environments, connecting it to observability tools, infrastructure-as-code platforms (Terraform, Pulumi), GitOps systems (ArgoCD), and CI/CD pipelines. You will guide customer teams through the progression from AI-assisted incident response to supervised and autonomous operations with safety guardrails.
Key responsibilities include:
- Embed and drive SRE Agent adoption by working onsite and in regular contact with strategic customer teams, configuring tools and connectors, and embedding AI actions across their incident management lifecycle.
- Build and contribute core agent capabilities by scoping, designing, and shipping reusable agent tools, connectors, and skills through the product team's repos and evaluation gates.
- Run pilots and unblock customer adoption by standing up new agentic capabilities, gathering evaluation data, identifying technical blockers (permissions, telemetry, missing connectors), and building production fixes directly into the product.
- Integrate with production stacks and progressive delivery by connecting the SRE Agent to IaC, GitOps, CI/CD pipelines, and observability platforms, guiding customers safely from AI-assisted to autonomous operations.
- Set technical direction and feedback insights by defining 3–6 month technical roadmaps across assigned accounts, providing architectural guidance to product managers and engineering managers, and bringing customer friction and evaluation data back to the core team.
This is a hybrid role based in New York City with 25–50% travel during active customer engagements. You will work at the intersection of product engineering and customer success, directly shaping how agentic AI operates within PagerDuty's most strategic accounts.
REQUIREMENTS:
- 8+ years of experience building and shipping production software across team boundaries (assessed against PagerDuty Staff Engineer / SDE V expectations).
- Hands-on experience with LLM and agent systems in production, including agent development, tool-use frameworks (MCP or equivalent), evaluation pipelines, and guardrail design.
- Customer-facing skills: ability to run technical design sessions with customer engineers and present business cases to their leadership.
- Comfort with ambiguity: ability to start from vague problem statements in unfamiliar environments and reach working software with minimal direction. Former founders and founding engineers tend to excel.
- Demonstrated record of shipping software that achieved adoption, with judgment to recognize which customer requests generalize and when not to build.
- Infrastructure & deployment expertise: demonstrated experience with Terraform or Pulumi at scale, GitOps (ArgoCD or equivalent), CI/CD pipeline design, and progressive delivery patterns (canary, blue/green, soak periods).
- Willingness to travel 25–50% during active customer engagements.
PREFERRED QUALIFICATIONS:
- Practical operational knowledge of incident management and observability concepts (on-call, postmortems, SLOs/SLIs, alerting).
- Customer-facing technical consulting, forward-deployed engineering, or solutions architecture experience on top of core software engineering.
- Background as a founder or founding engineer accustomed to high ambiguity and unscripted problem-solving.
- Experience with policy-as-code, fine-grained permissioning, or safety guardrail patterns for agent-driven automation.
- Production experience with PagerDuty or competing digital operations and incident management platforms.
- Active open-source contributions to the AI agent or Model Context Protocol (MCP) ecosystem.
