Senior Customer Experience Engineer – Cloud Application Development and Observability
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 arenaflex 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 arenaflex Azure.
About arenaflex
arenaflex is a leader in the cloud computing industry, empowering every person and organization on the planet to achieve more. Our mission is to innovate and collaborate to realize our shared goals, building on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. We are a customer-obsessed organization that values diversity and inclusion, and we are committed to empowering our customers by empowering our team to show up authentically, work in ways that are best for them, and achieve their career 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 and 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 and 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 a related field, and 4+ years of experience with designing, implementing, debugging, and launching commercial software products or web services
* OR equivalent experience
* Experience designing and implementing monitoring designs 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, including Microsoft Cloud Background Check
Preferred Qualifications
* Bachelor's Degree in Engineering, Computer Science, or a related field, and 8+ years of software industry experience related to technology
* OR Master's Degree in Engineering, or a related field, and 6+ years of software industry experience related to technology
* OR equivalent experience
* 2+ years of 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, Azure Monitor, 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 needs to the proper channels
* Take ownership and work towards a resolution
Benefits and Compensation
arenaflex offers a competitive compensation package, including a base salary range of $117,200 - $229,200 per year, depending on location. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.arenaflex.com/us/en/us-corporate-pay
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 this exciting opportunity. Please submit your application by September 14, 2024.
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. 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.
Join arenaflex's Azure Customer Experience (CXP) team and be part of a fast-growing team that is shaping the future of cloud computing. Apply now and take the first step towards an exciting career opportunity!
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Senior Customer Experience Engineer – Cloud Application Development and Observability
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.
About arenaflex
arenaflex is a leader in the cloud computing industry, empowering every person and organization on the planet to achieve more. Our mission is to innovate and collaborate to realize our shared goals, building on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. We are a customer-obsessed organization that values diversity and inclusion, and we are committed to empowering our customers by empowering our team to show up authentically, work in ways that are best for them, and achieve their career goals.
Responsibilities
- Collaborate with customers to jointly define and establish SLOs and SLIs that align with their business goals and expectations
- Instrument code to measure SLOs and develop solutions to detect SLO breaches
- Develop automated solutions and troubleshooting guides to remediate or mitigate SLO breaches
- Collaborate 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
- Ensure customer-centric SLOs are consistently exceeded through cross-functional collaboration
- Analyze SLO data for trends, improvements, and reliability risks, proposing remediation plans
- Proactively engage customers on SLO performance, addressing concerns and offering insights
- Lead optimization efforts for system performance, scalability, and efficiency to exceed SLOs
- Develop and maintain 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 a related field, and 4+ years of experience with designing, implementing, debugging, and launching commercial software products or web services
- OR equivalent experience
- Experience designing and implementing monitoring designs 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, including Microsoft Cloud Background Check
Preferred Qualifications
To be considered for this role, you will need to have:
- Bachelor's Degree in Engineering, Computer Science, or a related field, and 8+ years of software industry experience related to technology
- OR Master's Degree in Engineering, or a related field, and 6+ years of software industry experience related to technology
- OR equivalent experience
- 2+ years of 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, Azure Monitor, 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 needs to the proper channels
- Take ownership and work towards a resolution
Benefits and Compensation
arenaflex offers a competitive compensation package, including a base salary range of $117,200 - $229,200 per year, depending on location. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.arenaflex.com/us/en/us-corporate-pay
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 this exciting opportunity. Please submit your application by September 14, 2024.
arenaflex is an 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. 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.