Software Engineer - Infrastructure

Who We Are

Serval is the AI-native enterprise service management platform that automates the work legacy IT service management tools only track. Our AI agents build the automations that power employee support, then resolve requests against them instantly—helping teams across IT, HR, finance, legal, and beyond automate work within one governed platform.

Companies including Fox, Live Nation, Notion, Ramp, and Lucid Motors run on Serval. Headquartered in San Francisco, we’ve raised $277 million from investors including Sequoia Capital, Redpoint Ventures, First Round, General Catalyst, and Elad Gil, most recently a $150 million Series C at a $3 billion valuation.

We’re building a team that moves quickly, takes ownership, and wants to make a meaningful impact on how the world’s largest organizations work. Come help us build what’s next for enterprise service management.

Role Overview

Serval is building an AI platform to automate complex IT workflows for modern enterprises. As a Software Engineer, Infrastructure, you'll build and scale the foundational systems that power Serval's AI agents and workflow automation platform. A critical part of this role is enabling and supporting self-hosted deployments for enterprise customers who require on-premises or private cloud installations. This role is for engineers with deep expertise in distributed systems, infrastructure-as-code, production operations, and customer-facing infrastructure support who want to shape the technical architecture of a fast-growing platform.

What You'll Do

• Design, implement, and operate large-scale distributed systems that power Serval's AI agents, workflow orchestration, and data pipelines.

• Write and maintain Terraform modules to provision and manage cloud infrastructure across AWS, GCP, or Azure environments.

• Build and maintain deployment packages, installation scripts, and infrastructure templates that enable customers to self-host Serval in their own environments.

• Provide technical guidance and troubleshooting support to enterprise customers deploying and operating self-hosted instances of Serval.

• Ensure high availability, performance, and reliability of production systems through monitoring, alerting, incident response, and capacity planning.

• Build internal tools and platforms that enable product engineers to deploy, test, and operate services efficiently.

• Collaborate with engineering teams to design resilient, scalable architectures that support both cloud-hosted and self-hosted deployment models.

• Profile and optimize system performance, including compute, storage, networking, and database layers.

• Implement security best practices and ensure infrastructure meets enterprise compliance requirements for both managed and self-hosted deployments.

What You'll Need

• 4+ years building and operating large-scale distributed systems in production environments.

• Strong experience writing and maintaining Terraform for infrastructure provisioning and management.

• Deep knowledge of at least one major cloud provider (AWS, GCP, or Azure), including compute, networking, storage, and managed services.

• Experience building, packaging, and supporting self-hosted or on-premises software deployments for enterprise customers.

• Proficiency in Python, Go, or similar languages for building automation, tooling, and infrastructure services.

• Strong understanding of networking, databases, containerization (Docker, Kubernetes), and orchestration systems.

• Experience with monitoring, logging, alerting, and incident management tools (e.g., Datadog, Prometheus, Grafana, PagerDuty).

• Ability to communicate technical concepts clearly to customers and provide infrastructure support and guidance.

• Ability to debug complex system issues, analyze performance bottlenecks, and implement effective solutions.

Nice to Have

• Experience with Kubernetes in production, including cluster management and workload orchestration.

• Background in CI/CD systems, build pipelines, and deployment automation.

• Experience with workflow orchestration systems such as Temporal, including long-running workflows, retries, and failure handling.

• Experience with data infrastructure (streaming systems like Kafka, data warehouses, ETL pipelines).

• Knowledge of security and compliance frameworks (SOC 2, ISO 27001, GDPR).

• Experience supporting enterprise customers with complex deployment requirements.

• Previous work at a high-growth startup or experience scaling infrastructure rapidly.

What We Offer

• Impact: Be a key player in shaping the success of our product and company.

• Growth: Build a fundamentally new AI product offering with the support of our experienced team and investors. Grow rapidly with the company.

• Culture: Join a culture that values innovation, ownership, accountability, and fun.