Senior Customer Experience Engineer – Cloud Application Development and Customer Success

Are you a customer-obsessed problem-solver with a passion for cloud computing and a knack for designing, implementing, and maintaining robust Service Level Objectives (SLOs) monitoring systems? Do you thrive in a fast-paced, agile 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 and help drive the success of our customers.

About arenaflex

arenaflex is a leading provider of cloud-based solutions, empowering businesses to achieve more. Our mission is to empower every person and every organization on the planet to achieve more. We believe in the power of innovation, collaboration, and customer obsession. Our team is passionate about building automations, observability, proactive & SLO monitoring experiences that exceed our customers' expectations.

About the Role

As a Senior Customer Experience Engineer at arenaflex, you will play a critical role in ensuring the reliability, availability, and performance of customer applications hosted in our cloud platform. 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. This position is critical to the success of our team's charter and embodies our inclusive culture, growth & learning mindsets, and unwavering dedication to diversity.

Responsibilities

* Collaborate with customers to jointly define and establish SLOs and Service Level Indicators (SLIs) that align with their business goals and expectations.

• Instrument code to measure SLOs, 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

* 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.
• 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 a external client-facing role.

Additional Requirements

* Ability to meet arenaflex, customer, and/or government security screening requirements.

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

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.

What We Offer

* Competitive salary range: $112,000 - $218,400 per year (USD).

• Certain roles may be eligible for benefits and other compensation.
• A dynamic and inclusive work environment that values growth, learning, and collaboration.
• Opportunities for career growth and professional development.
• A chance to work on cutting-edge projects and technologies.
• A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

Why Join arenaflex?

* arenaflex is a leader in the cloud-based solutions industry, with a strong reputation for innovation and customer satisfaction.

• Our team is passionate about building automations, observability, proactive & SLO monitoring experiences that exceed our customers' expectations.
• We offer a dynamic and inclusive work environment that values growth, learning, and collaboration.
• Our employees are empowered to take ownership of their work and make a meaningful impact on our customers' success.

How to Apply

If you are a customer-obsessed problem-solver with a passion for cloud computing and a knack for designing, implementing, and maintaining robust SLOs monitoring systems, we want to hear from you! Submit your application today and join our team of innovators and collaborators. Apply To This Job

Don't Hesitate, Apply!

Don't worry if you don't meet every single requirement. We value a great attitude and a willingness to learn above all. Submit your application today and take the first step towards joining our team of innovators and collaborators. Apply for this job