Engineer, Observability (Remote)

Engineer, Observability

At Abercrombie & Fitch the Engineer, Observability is a member of the Site Reliability team which helps monitor our sites to make sure they are healthy and optimal for our customers. The primary goal of this position is to be the hub of observability partnering with various teams to provide the necessary visibility to make sure our websites are performing to our customers' expectations. This will result in improved adoption of our session replay tool, reduced customer struggle, faster MTTR, etc. This role will leverage various tools to accomplish this, however, the primary tool will be a session replay tool.

What Will You Be Doing?

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, etc. by initiating and driving collaborative discussions to identify gaps in alerts and monitors, align on how to address the gaps (metrics, tools, owners, etc.) and influence associated SLOs

Gather requirements to build and maintain reports and alerts for our team and others to monitor & react to relevant opportunities.

Perform ad hoc analysis based on reporting, alerts and feedback from various internal and external partners.

Leverage front-end engineering knowledge (HTML, CSS, JavaScript, browser dev tools) to analyze customer struggle, Core Web Vitals, client-side errors, etc. leveraging the session replay tool to provide technical insights, hypotheses and next steps

Serve as technical liaison to engineering teams triaging customer experience anomalies, aligning on ownership and priority, and packaging findings (impact, reproduction cues, suspected root cause) into actionable engineering work.

Recognize opportunities to have vendor or internally led training sessions and coordinate with internal partners

Explore how we can leverage new technologies (ex. AI) to improve observability

Manage the session replay tool vendor relationship (Push for tool improvements, issue resolution, budget, POs, RFPs, etc.)

What Do You Need To Bring?

3+ years of proven experience identifying performance concerns/customer struggle and driving improvements for websites

4+ years of relevant front-end web development experience is preferred

A Bachelor's degree or an additional 3 years of relevant work experience is preferred

Experience with session replay tools (FullStory, Quantum Metrics, Glassbox, etc.) or other observability tools (Adobe Analytics, Dynatrace, Splunk, etc.)

A strong desire to find problems, understand them, determine customer impact, and collaborate with teams to resolve them

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.

Inclined to be proactive with initiating, leading and driving discussions/meetings with internal & external partners.

Basic abilities in data literacy and a solid understanding of website KPIs and their interplay

Organized, collaborative, persistent and can prioritize and balance several opportunities, initiatives and requests

Ability to lead and mentor others on the team, particularly those at the associate & assistant level

Our Company

Abercrombie & Fitch Co. is a global, digitally led omnichannel specialty retailer of apparel and accessories catering to kids through millennials with assortments curated for their specific lifestyle needs.

The company operates a family of brands, including Abercrombie & Fitch, YPB, abercrombie kids, Hollister and Gilly Hicks, each sharing a commitment to offer products of enduring quality and exceptional comfort that support global customers on their journey to being and becoming who they are. Abercrombie & Fitch Co. operates over 750 stores under these brands across North America, Europe, Asia and the Middle East, as well as the e-commerce sites abercrombie.com, abercrombiekids.com, and hollisterco.com.

At Abercrombie & Fitch Co., we lead with purpose and always put our people first. We're proud to offer equitable compensation and benefits, including flexibility and competitive Paid Time Off, as well as education and engagement events, including various Associate Resource Groups, volunteer opportunities and additional time off to give back to our global communities.