Senior Customer Experience Engineer – Cloud Application Development and Reliability

Are you a customer-obsessed problem-solver with a passion for cloud computing and a knack for solving complex technical problems? Do you thrive in a fast-paced, start-up-like environment where innovation and collaboration are key? If so, we want to hear from you! arenaflex is seeking a highly skilled Senior Customer Experience Engineer to join our Observability team, where you will play a critical role in ensuring the reliability, availability, and performance of customer applications hosted in Microsoft Azure.

About arenaflex

arenaflex is a leading provider of cloud-based solutions, empowering every person and every organization on the planet to achieve more. Our mission is to turn Microsoft Cloud customers into fans by delivering exceptional customer experiences. We believe that when we meet our high standards for quality and reliability, our customers win. If we falter, our customers fail their end-customers. Our vision is to create a culture of inclusion where everyone can thrive at work and beyond.

Our Culture

At arenaflex, we value diversity, equity, and inclusion. We believe that empowering our customers starts with empowering our team to show up authentically, work in ways that are best for them, and achieve their career goals. Our culture is built on the principles of respect, integrity, and accountability. We are a growth mindset organization, always innovating to empower others and collaborating to realize our shared goals.

Responsibilities

As a Senior Customer Experience Engineer, you will be responsible for designing, implementing, and maintaining robust Service Level Objective (SLO) monitoring systems to track and meet the service level objectives defined in our offerings, customer engagement agreements. Your key responsibilities will include:

• Collaborating with customers to jointly define and establish SLOs and Service Level Indicators (SLIs) that align with their business goals and expectations.
• Instrumenting code to measure SLOs, developing solutions to detect SLO breaches, and creating automated solutions and troubleshooting guides to remediate or mitigate SLO breaches.
• Collaborating closely with service engineering teams to develop solutions for correlating customer-defined SLOs with relevant platform SLOs, signals to effectively pinpoint, address, and resolve customer-impacting issues.
• Ensuring customer-centric SLOs are consistently exceeded through cross-functional collaboration.
• Analyzing SLO data for trends, improvements, and reliability risks, proposing remediation plans.
• Proactively engaging customers on SLO performance, addressing concerns, and offering insights.
• Leading optimization efforts for system performance, scalability, and efficiency to exceed SLOs.
• Developing and maintaining documentation related to customer-specific SLOs, SLIs, and monitoring processes.

Qualifications

To be successful in this role, you will need:

• A Bachelor's Degree in Engineering, Computer Science, or related field, and 4+ years of experience with designing, implementing, debugging, and launching commercial software products or web services.
• OR equivalent experience.
• 3+ years of Site Reliability Engineering (SRE)/Customer Reliability Engineering (CRE) domain experience in cloud - Azure (or AWS/GCP).
• Expertise in implementing and managing Service Level Objectives (SLOs) and Service Level Indicators (SLIs) for cloud customers.
• 2+ years of experience in an external client-facing role.

Additional Requirements

* Ability to meet arenaflex, customer, and/or government security screening requirements, including Microsoft Cloud Background Check.

• Familiarity with cloud-based monitoring tools and platforms.
• Strong analytical and problem-solving skills, with the ability to collaborate with cross-functional teams.
• Excellent communication and interpersonal skills, with the ability to engage with customers and internal stakeholders.

Preferred Qualifications

* Bachelor's Degree in Engineering, Computer Science, or related field, and 8+ years of software industry experience related to technology.

• OR Master's Degree in Engineering, or related field, and 6+ years of software industry experience related to technology.
• OR equivalent experience.
• 2+ years of customer-facing experience.

What We Offer

arenaflex offers a competitive salary range of $112,000 - $218,400 per year, with a different range applicable to specific work locations. Certain roles may be eligible for benefits and other compensation. We are an equal opportunity employer, committed to diversity, equity, and inclusion. If you need assistance and/or a reasonable accommodation due to a disability during the application process, please let us know.

How to Apply

If you are a customer-obsessed problem-solver with a passion for cloud computing and a knack for solving complex technical problems, we want to hear from you! Apply now to join our Observability team and help us deliver exceptional customer experiences. Apply Job! Apply for this job