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ROLE SUMMARY As a Forward Deployed Engineer (FDE), you'll help enterprise customers deploy, configure, and get the most out of the Ciroos platform. This hybrid role combines customer implementation with production support, where you'll troubleshoot live issues, resolve escalations, configure integrations and alerting workflows, support migrations and go-lives, and work closely with Engineering to ensure reliable customer environments. This role is ideal for someone who enjoys solving real-world production problems, working directly with customers, and taking ownership from deployment through ongoing support. Your work will directly contribute to customer success and product adoption. WHAT YOU'LL DO Escalation & Support • Own customer escalations end-to-end by managing the support queue, triaging production issues, driving investigations, and ensuring timely resolution or engineering handoff with clear diagnostics. • Troubleshoot complex production issues by analyzing logs, traces, and telemetry to identify root causes, validate fixes, and proactively monitor platform health to detect issues before they impact customers. • Maintain operational excellence through accurate documentation, ticket updates, runbooks, and seamless collaboration across Engineering, Product, and Customer Success to ensure continuity and rapid resolution. Deployment & Configuration (FDE) • Deploy and configure the Ciroos AI SRE Teammate in customer environments, owning implementation activities from setup through production readiness while following deployment standards and runbooks. • Design and optimize alert normalization and correlation policies, including conditions and operators (IN, CONTAINS, REGEX), field extraction from noisy sources (email, Jenkins, CI/CD), and customer-specific playbooks instead of generic catch-all rules. • Build and maintain integrations across the customer's ecosystem, including ServiceNow (bi-directional synchronization and field mapping), Microsoft Teams/Slack routing, observability platforms (Dynatrace, Quantum Metric), and knowledge sources (GitHub, Confluence). • Support migrations, production go-lives, and platform optimization by replicating correlation rules, validating deployments, troubleshooting investigation and enrichment failures, improving RCA quality, and feeding recurring field learnings back to Engineering and Product to continuously improve the platform. WHAT WE'RE LOOKING FOR • 3–6 years of hands-on experience in SRE, DevOps, Production Engineering, Platform Operations, or Technical Support, with exposure to customer escalations, deployments, implementations, and production operations. Comfortable owning operational workflows from investigation to resolution. • Strong troubleshooting and engineering mindset, with the ability to debug complex production issues, understand distributed system behavior, and write code or scripts (Python, Go, or Java) to automate tasks, reproduce issues, and build operational tooling. • Solid experience with cloud-native technologies, including Kubernetes, AWS/Azure/GCP, CI/CD pipelines, and observability platforms such as Dynatrace, Datadog, or Prometheus. • Hands-on expertise in integrations and automation, including REST APIs, webhooks, event-driven workflows, alert correlation, normalization rules, regular expressions, ITSM platforms (e.g., ServiceNow), and reliable error handling. • Excellent documentation and collaboration skills, with the ability to write actionable bug reports, maintain runbooks, communicate clearly across teams, and ensure seamless operational continuity. Familiarity with AI-assisted engineering tools is a strong advantage. • Ownership-driven and customer-focused, with the ability to support a global customer base, manage production incidents, deployments, migrations, and critical operational events from our Bengaluru or Gurugram office. NICE TO HAVE • Experience migrating a customer off an