Customer Reliability Engineer

Who We Are iPiD empowers financial institutions, payment service providers, and enterprises with a single global API for Know Your Payee (KYP) verification—reducing fraud, reducing costs, staying compliant, and streamlining cross-border payments, globally. We are a fast-growing fintech startup, founded by a global team of industry veterans from iconic organizations like SWIFT and Thomson Reuters. Supported by leading investors such as Monk's Hill Ventures, Jungle Ventures and Saison Capital, and guided by an advisory team featuring C-suite leaders from Microsoft, Commonwealth Bank, and the Bill & Melinda Gates Foundation. Our team combines global expertise with local insights; we are present across key cities—including Singapore, Hanoi, Kuala Lumpur, Mumbai, Amsterdam, Brussels, Paris, London, New York, and Dubai. Role Overview: As a Customer Reliability Engineer, you will own the reliability, availability, and operational excellence of iPiD's production platforms. From monitoring and automation to deployments and incident management, you will build and maintain the practices that keep our services secure, scalable, and running smoothly. Working across Engineering, Product, and Operations, you will support releases, solve complex production challenges, and continuously improve platform resilience. You will also play a critical role in customer implementations, particularly on-premise deployments, leading technical delivery from installation through to go-live. When issues arise, you will be a trusted technical lead, driving investigation, resolution, and continuous improvement to ensure our customers can depend on iPiD with confidence. Core Responsibilities: Own end-to-end deployment of the product on Kubernetes, including rollout, rolling updates, rollback, scaling, and pause/resume of releases using Kubernetes Deployment primitives that provide declarative updates for Pods and ReplicaSets. Ensure product health and reliability through monitoring, logs, traces, dashboards, and SLOs/SLIs with error budgets to guide risk decisions and prioritization. Provide customer-facing technical operations — assist customers managing on-prem deployments; deliver technical assistance and health assurance for hosted deployments — acting as the technical lead for customer escalations. Maintain per-customer environment knowledge — architecture, configurations, requirements, and customizations. Govern configuration consistency across customers and environments using configuration management and GitOps-style single-source-of-truth to reduce drift and enforce compliance automatically. Drive continuous operational improvement by codifying resolutions, root causes, and best practices into a knowledge base, automation, and runbooks. Partner cross-functionally with Engineering, Product, and Operations teams to support production readiness, release planning, user acceptance testing (UAT), and production go-live sign-off. 5+ years of experience in infrastructure, DevOps, or Site Reliability Engineering roles, ideally within fintech, financial services, or another regulated environment Hands-on experience with Kubernetes and Helm in production. Infrastructure as code and configuration management — Terraform, Ansible, or equivalent. Experience creating and maintaining CI/CD pipelines. Linux and cloud-native security fundamentals. Strong coding and scripting skills with a focus on automation and efficiency. Customer technical operations — enterprise customer engagement, escalation leadership. Must be legally authorized to work in the country where the role is based without requiring current or future visa sponsorship. Nice to Have Modern software development knowledge will have an advantage Experience working in a globally distributed start-up or high-growth environment What We Offer Meaningful Impact – Play a key role in shaping the future of trusted cross-border payments and fraud prevention, helping solve critical challenges for financial institutions and businesses worldwide. Learn from experienced industry leaders – Join a team with deep expertise across payments, fintech and technology, and gain exposure to global customers and markets . Ownership & Growth – Join a fast-growing global fintech where your contributions are visible and valued, with the opportunity to participate in our Employee Stock Option Plan (ESOP) and share in our long-term success. _______________________________________________________________ Working in accordance with applicable laws, iPiD prohibits discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by national or local laws of the jurisdiction in which the applicant resides. If you need assistance or request accommodation during the recruitment process, please contact [email protected] Please note that only shortlisted candidates will be notified. All information gathered will be treated in strict confidence and solely used for recruitment purposes. ____ To protect the interests of all parties, iPiD does not accept unsolicited resumes from a third party agency or search firm recruiters. Any unsolicited resumes sent to any iPiD employee, regardless of the means of transmission, will become the sole property of iPiD. We will not pay a fee for any placement resulting from the receipt of an unsolicited resume.