Senior Customer Experience Engineer – Cloud Application Development and Customer Obsession

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 environment where innovation and collaboration are key? If so, we invite you to join arenaflex's Azure Customer Experience (CXP) team as a Senior Customer Experience Engineer. At arenaflex, we believe that when we meet our high standards for quality and reliability, our customers win. Our vision is to turn Microsoft Cloud customers into fans by delivering exceptional customer experiences that exceed their expectations. As a Senior Customer Experience Engineer, 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 leader in the cloud computing industry, and our Azure CXP team is one of the fastest-growing teams within the company. We are a customer-obsessed organization that empowers our customers to achieve more by delivering innovative solutions that meet their unique needs. Our team is passionate about building automations, observability, proactive & SLO monitoring experiences, and we are looking for talented individuals who share our vision and values.

Responsibilities

As a Senior Customer Experience Engineer, you will be responsible for designing, implementing, and maintaining robust 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 SLIs that align with their business goals and expectations
• Instrumenting code to measure SLOs, developing solutions to detect SLO breaches
• Developing 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 to have:

• A Bachelor's Degree in Engineering, Computer Science, or related field AND 4+ years experience with designing, implementing, debugging, and launching commercial software products or web services
• OR equivalent experience
• Experience designing and implementing monitoring design and architectures for end customers in Azure (or AWS/GCP)
• 3+ years of experience in designing Observability and monitoring solutions in Azure (or AWS/GCP), SLO/SLI implementation is a plus
• 3+ years of experience in an external client-facing role or customer handling
• Ability to meet arenaflex, customer, and/or government security screening requirements

Preferred Qualifications

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

• OR Master's Degree in Engineering, or related field AND 6+ years software industry experience related to technology
• OR equivalent experience
• 2+ years customer-facing experience
• Proven expertise in implementing and managing Service Level Objectives (SLOs) and Service Level Indicators (SLIs) for cloud customers
• Extensive experience with SLO monitoring tools and platforms
• Advanced certifications in SRE or related fields
• Experience in observability, SRE OpenTelemetry, Prometheus, Grafana, Dynatrace, Datadog, AzureMonitor, AI, ML

Skills and Competencies

To succeed in this role, you will need to possess:

• Customer obsession: Passion for customers and focus on delivering the right customer experience
• Growth mindset: Openness and ability to learn new skills and technologies in a fast-paced environment
• Effective communication: Ability to empathize with customers and convey confidence
• Ability to explain highly technical issues to varied audiences
• Ability to prioritize and advocate customer's needs to the proper channels
• Take ownership and work towards a resolution

Career Growth Opportunities and Learning Benefits

At arenaflex, we believe in empowering our employees to grow and develop their skills and careers. As a Senior Customer Experience Engineer, you will have opportunities to:

• Work on complex technical problems and develop innovative solutions
• Collaborate with cross-functional teams to deliver exceptional customer experiences
• Develop and maintain documentation related to customer-specific SLOs, SLIs, and monitoring processes
• Participate in training and development programs to enhance your skills and knowledge
• Take ownership of your career growth and development

Work Environment and Company Culture

arenaflex is a dynamic and inclusive organization that values diversity, equity, and inclusion. Our team is passionate about building automations, observability, proactive & SLO monitoring experiences, and we are looking for talented individuals who share our vision and values. As a Senior Customer Experience Engineer, you will be part of a fast-paced environment where innovation and collaboration are key.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• A base salary range of USD $117,200 - $229,200 per year
• A different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $153,600 - $250,200 per year
• Benefits and other compensation, including health insurance, retirement plans, and paid time off
• Opportunities for career growth and development
• A dynamic and inclusive work environment

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 invite you to apply for the Senior Customer Experience Engineer role at arenaflex. Please submit your application through our website, including your resume, cover letter, and any relevant certifications or experience.

Equal Opportunity Employer

arenaflex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Accommodation Request Form

If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

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