Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to over 30% of the Fortune 100 with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential. 

Last year, more than $3.3 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers. 


Cloud Engineering & Operations (CLEO) is at the core of the technology engine that enables the Upwork platform. We engineer and operate all infrastructure (IAAS), platform services (PAAS), automation, tooling and drive modern Service Engineering (DevOps, Ops Eng, Ops Analytics) to successfully deliver & manage our end-to-end offering. 

This is an exciting opportunity to utilize your enterprise level expertise and apply your leadership and innovation in a growing and nimble environment. From ensuring resilience, reliability and intelligent (orchestrated) automation to driving the analytics & processes that target and align our engineering focus, this role helps drive projects and solve problems on behalf of our teams, our customers and the services we provide.

We are looking for someone who has done this at enterprise scale and wants to select the best techniques and apply them here at Upwork.

This is a technical leadership role that needs someone who is passionate about production health, uses data to answer questions, understands the importance of communication and leads teams through detailed execution.

Your responsibilities:

  • Build, mentor and lead the Service Engineering team members which includes engineers in Operations analytics/intelligence, experience health management and modern Service Management.
  • Be the driver and voice of the customer for experience health management. This includes:
    • Partnering with Product to define performance & SLO targets and translating customer journeys to technical requirements.
    • Evaluating and leading the implementation of monitoring techniques (STM, RUM, Anomaly detection)
    • Analyzing data to drive enhancements and roadmap initiatives
  • Mature and own the execution of Service management processes & tooling (Change agility, Incident management, Problem management) across engineering
  • Be the product owner and drive the Service Engineering roadmap. Work with TPMs and technical SMEs to scope, prioritize and execute on projects throughout the year.
  • Provide leadership to Identify and execute on initiatives to address data gaps, on-going problem trends, and ultimately improve TTD/TTR and prevent recurrent incidents.
  • Track, provide status and meet OKRs throughout the year.

What It Takes To Catch Our Eye:

  • You are a domain expert on modern ways of monitoring production health and implementing modern service  management practices.
  • You have proven experience in staff management, hiring, mentoring and growing a team and area to scale.
  • You know how to communicate, handle escalations and keep things moving forward.
  • You are diligent, like learning new technologies and believe in creating, automating and optimizing processes.
  • You enjoy innovating by developing new methods and techniques to solve problems while maintaining speed and agility in delivery.
  • You enjoy working with cross functional partners to achieve results and improvements across the org.

Come change how the world works.

At Upwork, you’ll shape talent solutions for how the world works today. We are a remote-first organization working together to create exciting remote work opportunities for a global community of professionals. While we have physical offices in San Francisco and Chicago, currently we also hire full-time employees in 19 states in the United States. 

Our vibrant culture is built on shared values and our mission to create economic opportunities so that people have better lives. We foster amazing teams, put our community first, and have a bias toward action. We encourage everyone to bring their whole selves to work and grow together through development opportunities, mentorship, and employee resource groups. Oh yeah, we’ve also got amazing benefits.

Check out our Careers page to learn more about the employee experience.   

Upwork is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

#LI-Remote

#LI-SD1

Apply for this Job

* Required

resume chosen  
(File types: pdf, doc, docx, txt, rtf)
cover_letter chosen  
(File types: pdf, doc, docx, txt, rtf)


More About You (Completion is Voluntary)

We know that excellence comes in many forms and we are committed to curating an inclusive hiring process. Our commitment to diversity is one that we measure like any other strategy. In order to track the effectiveness of our recruiting efforts, we invite you to tell us more about how you identify. Completion is voluntary and will not impact your recruitment process in any way.  Your information will not be shared with interviewers (any information you do provide will be recorded and maintained in a confidential file), and will be used exclusively in aggregate to assess our capability to attract and hire a diversity of top talent.

I identify my race/ethnicity as:









I identify my gender as:





I identify my sexual orientation as:





I identify as someone with a disability(or previously had a disability):



I identify my military status as:




Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Upwork’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.