Senior Customer Experience Engineer – Cloud Computing and Service Level Objectives Expert for blithequark

Introduction to blithequark and the Industry

Every minute of every day, customers stake their entire business and reputation on the blithequark Cloud. The blithequark Customer Experience (CXP) team believes that when we meet our high standards for quality and reliability, our customers win. If we falter, our customers fail their end-customers. Our vision is to turn blithequark Cloud customers into fans. As a leader in the cloud computing industry, blithequark is committed to empowering every person and every organization on the planet to achieve more. We come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals.

About the Role

We are customer-obsessed problem-solvers, and we are looking for a Senior Customer Experience Engineer to join our team. As a key member of our Observability team, you will play a critical role in ensuring the reliability, availability, and performance of customer applications hosted in blithequark Azure. 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 and 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.

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 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 and 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, and propose 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 of 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 - blithequark 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 of software industry experience related to technology.
• OR Master's Degree in Engineering, or related field AND 6+ years of software industry experience related to technology.
• OR equivalent experience.
• 2+ years of customer-facing experience.

Skills and Competencies

To be successful in this role, you will need to possess strong technical skills, including expertise in cloud computing, SRE/CRE, and SLO/SLI implementation and management. You will also need to have excellent communication and collaboration skills, with the ability to work effectively with customers, service engineering teams, and other stakeholders. Additionally, you will need to be customer-obsessed, with a strong focus on delivering high-quality solutions that meet customer needs and exceed their expectations.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to helping our employees grow and develop their careers. As a Senior Customer Experience Engineer, you will have access to a range of training and development opportunities, including technical training, leadership development programs, and mentorship opportunities. You will also have the opportunity to work on complex and challenging projects, collaborating with experienced engineers and technical leaders to deliver high-quality solutions that meet customer needs.

Work Environment and Company Culture

At blithequark, we are committed to creating a positive and inclusive work environment that supports the well-being and success of all employees. We believe in empowering our employees to show up authentically, work in ways that are best for them, and achieve their career goals. We also believe in giving back to our communities, and we offer a range of volunteer opportunities and community engagement programs.

Compensation, Perks, and Benefits

The typical base pay range for this role across the U.S. is USD $112,000 - $218,400 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 $145,800 - $238,600 per year. We also offer a range of perks and benefits, including health insurance, retirement savings plans, and paid time off.

Conclusion

If you are a customer-obsessed problem-solver with a passion for cloud computing and a strong focus on delivering high-quality solutions, we encourage you to apply for this exciting opportunity. As a Senior Customer Experience Engineer at blithequark, you will have the opportunity to work on complex and challenging projects, collaborate with experienced engineers and technical leaders, and deliver high-quality solutions that meet customer needs and exceed their expectations. Don't miss out on this opportunity to join a fast-growing team and take your career to the next level. Apply now to become a part of the blithequark team and help us empower every person and every organization on the planet to achieve more.