Lead Support Engineer, Bedrock

About Giatec Giatec is the category-defining digital concrete technology platform and the global leader in unifying concrete production, delivery, and placement into one intelligent system. As the intelligence backbone from plant to pour and beyond, Giatec transforms real-time data into measurable performance, accelerating construction, lowering carbon impact, reducing risk, and ensuring long-term concrete performance at scale. For more information, visit www.giatecscientific.com. About Bedrock Bedrock is Giatec's dedicated Support & Ops team, the foundation the solutions stand on. Bedrock keeps production healthy across every product, drives system improvements and tech debt reduction, closes the continuous delivery automation gap, owns engineering escalations from our customer experience team, and runs cross-product regression. It is a small, high-trust, high-visibility team operating on continuous flow while the rest of engineering runs on two-week cycles. We are hiring the permanent operating lead for Bedrock. This is a hands-on, player-coach engineering leadership role. You will own the day-to-day health of the platform, set the standard for how we operate , and build the AI systems that let a small team support a large product portfolio. This is an AI-heavy engineering role: we expect you to design, deploy, and supervise agents that assist with support, auto-remediate recurring issues, and resolve bugs. What You Will Do Build the AI support layer. Design, deploy, and supervise AI agents that triage incoming issues, draft and execute fixes, and auto-remediate recurring production problems. You will build the agentic workflows that let Bedrock resolve more with less. Fix bugs with agents. Use AI agents to investigate and resolve bugs end to end, from reproduction to fix to verification, escalating only what genuinely needs deep product knowledge or architectural judgment. Own escalations. Own Tier 2 and Tier 3 engineering support. Take escalations from the customer experience team, diagnose product-specific and cross-product issues, deploy fixes, and serve as the escalation point for complex production incidents that span team boundaries. Keep production healthy. Monitor application and infrastructure health across all Giatec 360 products. Maintain dashboards, alerting thresholds, and runbooks, and catch anomalies before they become customer-facing incidents. Lead on-call . Carry and lead an alternating-week on-call rotation supporting Giatec customers worldwide. During your on-call week you are the point of contact 24/7, including nights, weekends, and holidays, followed by a week off rotation. You will define the rotation, mature the runbooks, and set the incident response standard. This is a core, ongoing requirement of the role. A utomate delivery. Close gaps in the CI/CD pipeline. Automate manual deployment steps, environment provisioning, and the regression infrastructure that runs on every pull request, in collaboration with DevSecOps . Guard the platform. Run the end-of-cycle cross-product automated regression sweep to catch breaks in shared platform behavior such as login, navigation, shared data, and AI support accuracy. Coach the team. Mentor and lead a rotating team. You will onboard each rotation, set them up to contribute quickly, and make the assignment a genuine growth experience. Champion quality. Represent production reality in the Quality Guild, bringing firsthand insight on what breaks, what customers report, and where quality investment is most needed. What You Bring 5+ years of software engineering experience, including hands-on production support, site reliability, or operations work on a live product. Demonstrated experience building with AI agents and LLM-based tooling. You have used agentic coding tools to ship real work, and you have a point of view on where agents help and where they need human supervision. Strong debugging skills across the stack, from web applications and APIs to data pipelines and integrations. You are comfortable diving into code you did not write. Solid grounding in monitoring and observability, incident response, and CI/CD pipelines and deployment automation. A production-minded, ownership-driven mindset. You have a strong sense of urgency, you respect deployment risk, and you close the loop rather than just routing tickets. Clear written communication. You write runbooks, handoff notes, and customer-facing updates that other people can actually use . Willingness and availability to lead an on-call rotation on an every-other-week basis, with full 24/7 coverage during your assigned weeks, supporting a global customer base. Why This Role Bedrock is positioned as a selective, high-trust assignment, and its lead is one of the most visible engineering roles in the company. You will be trusted with the production health of the entire Giatec 360 platform, you will build breadth across every product and integration we ship, and you will define how an AI-native support and operations function actually works . This is a rare chance to build an AI-heavy support engineering practice from the foundation up, and to have real impact on reliability, delivery speed, and the day-to-day experience of every Giatec customer. Perks and Benefits: Competitive company-paid benefits plan Generous professional development budget Volunteer and Life Days that make work/life balance easier to achieve Your birthday off because we want you to celebrate RRSP matching program Our Commitment Giatec believes the diversity of our team is key to our success. We are proud of a team built from members who immigrated from more than 15 countries and speak over 20 languages, and we are committed to building an inclusive workplace. We welcome and encourage applications from people of all backgrounds and will provide accommodation on request throughout. How to Apply Even if you don’t meet every requirement, we encourage you to apply - we value diverse experiences and would love to learn more about you. Please submit your resume and cover letter outlining your interest in the role. Applications are reviewed by our Talent Acquisition team; due to application volume, response times may vary. We appreciate your interest to be part of Giatec and understanding on this matter. At Giatec, we believe that a diverse and inclusive workforce is critical to our success. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), Giatec is committed to providing a barrier-free recruitment process. Accommodations and support are available upon request throughout the hiring process. If you require accommodation, please contact [email protected]. All accommodation-related information will be kept confidential. AI-enabled tools may be used to support parts of the recruitment and screening process.