Observability Engineer (Remote)

1w1 week ago

Abercrombie and Fitch Co.

Columbus, US · Full-time · $87,000 – $107,000

About this role

At Abercrombie & Fitch, the Observability Engineer is a member of the Site Reliability team monitoring sites for health and optimality. As the hub of observability, you partner with teams to provide visibility ensuring websites meet customer expectations. This drives improved session replay adoption, reduced customer struggle, and faster MTTR using tools like session replay.

You maintain the observability roadmap, communicating progress with cross-functional partners. Build relationships with Engineers, Voice of Customer, CX, Analytics, and Product Owners to identify gaps in alerts and monitors. Align on metrics, tools, owners, and SLOs through collaborative discussions.

Leverage front-end engineering knowledge to analyze customer struggle, Core Web Vitals, and client-side errors via session replay. Serve as technical liaison triaging anomalies, packaging findings into actionable work for engineering teams. Manage the session replay tool vendor relationship including improvements and budget.

Perform ad hoc analysis from reports, alerts, and feedback. Explore new technologies like AI to enhance observability. Recognize opportunities for training sessions and mentor associate-level team members.

Requirements

3+ years of proven experience identifying performance concerns/customer struggle and driving improvements for websites
Experience with session replay tools (FullStory, Quantum Metrics, Glassbox) or other observability tools (Adobe Analytics, Dynatrace, Splunk)
Working knowledge of front-end technologies such as HTML, CSS, JavaScript, and browser developer tools
Ability to interpret and analyze session replay data to identify customer struggle and hypothesize technical root causes
Experience debugging client-side issues and understanding how front-end code interacts with APIs and backend systems
Strong communication skills to articulate technical findings to engineering teams and non-technical stakeholders
Experience collaborating with engineering and product teams to triage and prioritize customer-impacting issues
Organized, collaborative, persistent and able to prioritize and balance several opportunities and initiatives

Responsibilities

Maintain the roadmap for observability and regularly communicate and align progress with cross-functional partners
Build relationships with Engineers, Voice of Customer, CX, Analytics, Product Owners to identify gaps in alerts and monitors
Gather requirements to build and maintain reports and alerts for monitoring relevant opportunities
Perform ad hoc analysis based on reporting, alerts and feedback from internal and external partners
Leverage front-end engineering knowledge to analyze customer struggle, Core Web Vitals, client-side errors using session replay tool
Serve as technical liaison to engineering teams triaging customer experience anomalies and packaging findings into actionable work
Manage the session replay tool vendor relationship including tool improvements, issue resolution, budget
Explore how to leverage new technologies like AI to improve observability