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 environment where innovation and collaboration are key? If so, we invite you to join the Azure Customer Experience (CXP) team at blithequark as a Senior Customer Experience Engineer. At blithequark, 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, and we're looking for talented individuals like you to help us achieve this goal. As a Senior Customer Experience Engineer, you'll play a critical role in ensuring the reliability, availability, and performance of customer applications hosted in Microsoft Azure.

About blithequark

blithequark is a leader in the cloud computing industry, and our Azure CXP team is one of the fastest-growing teams within the company. We're a customer-obsessed organization that's passionate about empowering our customers to achieve more. Our team is dedicated to delivering exceptional customer experiences, and we're looking for talented individuals who share our passion and values.

Job Summary

As a Senior Customer Experience Engineer, you'll 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. You'll collaborate closely with customers, service engineering teams, and other stakeholders to develop solutions for correlating customer-defined SLOs with relevant platform SLOs, signals to effectively pinpoint, address, and resolve customer-impacting issues.

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, develop solutions to detect SLO breaches, and 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.
• 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.

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, Azure Monitor, AI, ML.

Skills and Competencies

* 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: Have the ability to empathize with customers and convey confidence.
• Able to explain highly technical issues to varied audiences.
• Able to prioritize and advocate customer's needs to the proper channels.
• Take ownership and work towards a resolution.

Work Environment and Company Culture

At blithequark, we're committed to creating a culture of inclusion where everyone can thrive at work and beyond. Our team is passionate about innovation, collaboration, and customer obsession, and we're looking for talented individuals who share our values. We offer a dynamic and fast-paced work environment with opportunities for growth and learning.

Compensation and Benefits

The typical base pay range for this role across the U.S. is USD $117,200 - $229,200 per year. There is 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. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

How to Apply

If you're 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.

Equal Opportunity Employer

blithequark 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. Apply for this job