Experienced Full Stack Customer Experience Engineer – Cloud Application Reliability and Service Level Objectives Implementation

Join the Team that's Revolutionizing Cloud Computing at blithequark

At blithequark, we're on a mission to empower every person and organization on the planet to achieve more. Our Cloud Customer Experience (CXP) team is at the forefront of this mission, working tirelessly to ensure that our customers' businesses thrive on our cloud platform. We're a team of customer-obsessed problem-solvers, dedicated to delivering high-quality and reliable cloud experiences that turn our customers into fans.

About Our Team and Culture

We're a diverse and inclusive team that values growth, learning, and collaboration. We believe that empowering our customers starts with empowering our team to show up authentically, work in ways that are best for them, and achieve their career goals. Our culture is built on the principles of respect, integrity, and accountability, and we're committed to creating an environment where everyone can thrive.

We're looking for a talented Customer Experience Engineer to join our Observability team, where you'll play a critical role in ensuring the reliability, availability, and performance of customer applications hosted on our cloud platform. As a key member of our team, you'll be responsible for designing, implementing, and maintaining robust Service Level Objectives (SLOs) monitoring systems to track and meet the service level objectives defined in our offerings and customer engagement agreements.

Key Responsibilities

• Collaborate with Customers: Work closely with customers to jointly define and establish SLOs and Service Level Indicators (SLIs) that align with their business goals and expectations.
• Instrument Code and Develop Solutions: Instrument code to measure SLOs, develop solutions to detect SLO breaches, and create automated solutions and troubleshooting guides to remediate or mitigate SLO breaches.
• Cross-Functional Collaboration: 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.
• SLO Data Analysis: Analyze SLO data for trends, improvements, and reliability risks, proposing remediation plans to ensure customer-centric SLOs are consistently exceeded.
• Proactive Engagement: Proactively engage customers on SLO performance, addressing concerns and offering insights to optimize system performance, scalability, and efficiency.
• Documentation and Maintenance: Develop and maintain documentation related to customer-specific SLOs, SLIs, and monitoring processes.

Requirements and Qualifications

Essential Qualifications

• Bachelor's Degree: 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: OR equivalent experience.
• SRE/CRE Experience: 3+ years of Site Reliability Engineering (SRE)/Customer Reliability Engineering (CRE) domain experience in cloud - blithequark (or AWS/GCP).
• SLO Expertise: Expertise in implementing and managing Service Level Objectives (SLOs) and Service Level Indicators (SLIs) for cloud customers.
• External Client Facing Experience: 2+ years of experience in an external client-facing role.

Preferred Qualifications

• Bachelor's Degree and 8+ Years Experience: Bachelor's Degree in Engineering, Computer Science, or related field AND 8+ years software industry experience related to technology.
• OR Master's Degree and 6+ Years Experience: OR Master's Degree in Engineering, or related field AND 6+ years software industry experience related to technology.
• Customer Facing Experience: 2+ years customer-facing experience.

What We Offer

At blithequark, we're committed to creating a culture of inclusion and empowerment. Here are some of the benefits and perks we offer:

• Competitive Salary: The typical base pay range for this role across the U.S. is $112,000 - $218,400 per year.
• Benefits and Compensation: Certain roles may be eligible for benefits and other compensation.
• Growth and Learning Opportunities: Opportunities for career growth and learning, including training and development programs.
• Diverse and Inclusive Culture: A culture that values diversity, inclusion, and empowerment.

How to Apply

If you're passionate about cloud computing, customer experience, and solving complex technical problems, we want to hear from you! Apply now to join our team and help us revolutionize cloud computing at blithequark.

Equal Opportunity Employer: blithequark is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations, and ordinances.