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, 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, 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, and our Azure Customer Experience (CXP) team is dedicated to delivering exceptional customer experiences that meet our high standards for quality and reliability. We believe that when we meet our standards, our customers win, and we're committed to empowering every person and every organization on the planet to achieve more. 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.

About the Role

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. You will collaborate closely with customers to jointly define and establish SLOs and Service Level Indicators (SLIs) that align with their business goals and expectations. You will also develop automated solutions and troubleshooting guides to remediate or mitigate SLO breaches, and lead optimization efforts for system performance, scalability, and efficiency to exceed SLOs.

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
• 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 an 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)

• Opportunities for career growth and professional development
• Collaborative and inclusive work environment
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Access to cutting-edge technology and tools
• Opportunities to work with a diverse range of customers and projects

About arenaflex Culture

arenaflex is committed to creating a culture of inclusion, where everyone can thrive at work and beyond. We believe in empowering our employees to show up authentically, work in ways that are best for them, and achieve their career goals. Our values of respect, integrity, and accountability guide everything we do, and we're passionate about building a workplace that reflects the diversity of our customers and the communities we serve.

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 want to hear from you! Apply now to join our Observability team and help us deliver exceptional customer experiences that meet our high standards for quality and reliability. Apply Job! Apply for this job