Senior Customer Experience Engineer - Driving Excellence in Cloud Reliability & Customer Obsession at blithequark

Transforming Customer Experience through Technical Excellence

In today's fast-paced digital landscape, customers rely heavily on cloud services to power their businesses. At blithequark, we're committed to delivering exceptional customer experiences through our Azure Engineering team. As a Senior Customer Experience Engineer, you will play a pivotal role in ensuring the reliability, availability, and performance of customer applications hosted in blithequark's Azure. You'll be part of a dynamic team that's passionate about customer obsession, cloud computing, and solving complex technical problems.

About Us

blithequark is at the forefront of cloud innovation, empowering customers to achieve more. Our Azure Customer Experience (CXP) team is dedicated to turning our customers into fans by meeting our high standards for quality and reliability. We're a customer-obsessed team of problem-solvers who orchestrate deep engagements, analyze customer voices, and innovate ways to scale our learnings across our customer base. Diversity and inclusion are central to our culture, and we empower our team to show up authentically, work in ways that are best for them, and achieve their career goals.

Job Summary

We're seeking a highly experienced Senior Customer Experience Engineer to join our Observability team. As a key member of this team, you'll 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 customer-obsessed approach, technical expertise, and passion for cloud computing will drive excellence in customer experience and reliability.

Key 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, and create automated solutions and troubleshooting guides to remediate or mitigate SLO breaches.
• Work 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 and analyze SLO data for trends, improvements, and reliability risks, proposing remediation plans.
• Proactively engage customers on SLO performance, addressing concerns and offering insights, and 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.

Essential 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.

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.

Skills and Competencies

To succeed in this role, you'll need to possess a unique blend of technical, business, and interpersonal skills. Some of the key skills and competencies required include:

• Strong technical expertise in cloud computing, SRE/CRE, and SLO/SLI implementation.
• Excellent communication and collaboration skills to work effectively with customers, service engineering teams, and other stakeholders.
• Customer-obsessed approach with a deep understanding of customer needs and expectations.
• Ability to analyze complex data and propose remediation plans.
• Strong problem-solving skills with a passion for innovation and continuous improvement.

Career Growth Opportunities

At blithequark, we're committed to helping our employees grow and develop their careers. As a Senior Customer Experience Engineer, you'll have opportunities to:

• Develop your technical expertise in cloud computing, SRE/CRE, and SLO/SLI implementation.
• Enhance your business acumen and understanding of customer needs and expectations.
• Improve your communication and collaboration skills to work effectively with diverse stakeholders.
• Take on leadership roles and mentor junior team members.

Work Environment and Company Culture

blithequark is a dynamic and inclusive workplace that values diversity, equity, and inclusion. Our culture is built on a foundation of respect, integrity, and accountability, and we're committed to creating a work environment that's conducive to innovation, collaboration, and growth. As a Senior Customer Experience Engineer, you'll be part of a talented team that's passionate about customer obsession and cloud computing.

Compensation, Perks, and Benefits

We offer a competitive compensation package that includes a base salary, benefits, and other perks. The typical base pay range for this role across the U.S. is USD $112,000 - $218,400 per year, with a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area.

Conclusion

If you're a customer-obsessed technical leader with a passion for cloud computing and a drive to deliver exceptional customer experiences, we want to hear from you. Join our talented team at blithequark and be part of a dynamic organization that's shaping the future of cloud innovation. Apply now to take the first step towards a rewarding career as a Senior Customer Experience Engineer.

blithequark is an equal opportunity employer, committed to diversity, equity, and inclusion. We welcome applications from qualified candidates who share our values and passion for customer obsession.