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 understand that our customers' success is intricately tied to our ability to deliver high-quality, reliable cloud solutions. Our Customer Experience (CXP) team is at the forefront of this mission, working tirelessly to ensure that our customers achieve their goals and become advocates for our brand. As a Senior Customer Experience Engineer at blithequark, you will be an integral part of our Observability team, driving the design, implementation, and maintenance of robust Service Level Objective (SLO) monitoring systems. Your work will be critical in ensuring the reliability, availability, and performance of customer applications hosted in our cloud infrastructure. If you're passionate about cloud computing, customer obsession, and solving complex technical problems, we invite you to join our team. About Us At blithequark, we're committed to empowering every person and organization to achieve more. Our culture is built on a foundation of respect, integrity, and accountability, fostering an inclusive environment where everyone can thrive. We're a team of innovators, problem-solvers, and customer advocates who come together to realize our shared goals. Our values - "customer obsession," "measure what matters," "no dead-ends," "get it done," "collaboration," "teamwork," and "whatever it takes" - guide our daily work and decision-making. Key Responsibilities Collaborate with Customers : Work closely with customers to define and establish SLOs and Service Level Indicators (SLIs) that align with their business goals and expectations. Instrument Code & Develop Solutions : Instrument code to measure SLOs and develop solutions to detect SLO breaches. Create automated solutions and troubleshooting guides to remediate or mitigate SLO breaches. Cross-Functional Collaboration : Collaborate 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 : Ensure customer-centric SLOs are consistently exceeded through cross-functional collaboration and proactive engagement with customers on SLO performance. Analyze SLO Data : Analyze SLO data for trends, improvements, and reliability risks, proposing remediation plans to optimize system performance, scalability, and efficiency. Lead Optimization Efforts : Lead optimization efforts to exceed SLOs, driving system performance, scalability, and efficiency. Documentation & Knowledge Sharing : Develop and maintain documentation related to customer-specific SLOs, SLIs, and monitoring processes. Qualifications & Requirements 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. What We Offer As a Senior Customer Experience Engineer at blithequark, you'll enjoy a competitive compensation package, including a base pay range of USD $112,000 - $218,400 per year in the U.S., with variations applicable to specific work locations. You'll also have access to a range of benefits, including health insurance, retirement plans, and paid time off. Our company culture is designed to support your growth and well-being, with opportunities for career development, learning, and networking. Why Join blithequark? At blithequark, we're passionate about empowering our customers and our people. As a Senior Customer Experience Engineer, you'll be part of a dynamic team that's shaping the future of cloud computing. You'll have the opportunity to work on complex technical problems, drive customer success, and contribute to our mission to empower every person and organization to achieve more. If you're a motivated, customer-obsessed professional with a passion for cloud computing and technical excellence, we invite you to join our team. Apply now to become a part of our journey and help us drive excellence in cloud reliability and customer experience. Equal Opportunities blithequark is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds, and we're dedicated to creating a workplace where everyone can thrive. Apply for this job