Customer Experience Engineer I/II

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take ownership of customer cases from initiation to resolution, involving triage, root-cause analysis, and solutions across Kubernetes, ECS, Docker, and AWS/GCP/Azure.

• Engage in occasional customer build sessions, dedicating around 20–30% of your time to shadow and collaborate with a senior engineer.

• Collaborate with Product and Engineering teams to enhance customer-facing tools and implement minor product fixes.

• Transform casework trends into reusable diagnostics, dashboards, and bug resolutions.

• Lead or actively engage in customer calls and screen sharing sessions.

• Develop internal scripts and diagnostic tools to expedite case resolution.

• Acquire exposure to AI/LLM-driven internal tools.

• Create runbooks, playbooks, and reusable templates for the wider team.

• Advance towards independently managing customer build engagements.

• Gain familiarity with observability tools, Infrastructure-as-Code, AI agents/MCP, and secrets management.

⛳️ Requirements

• Minimum of 2 years in a customer-facing engineering, DevOps, SRE, or platform role, or equivalent experience through internships, personal projects, or open-source contributions.

• Practical experience with Kubernetes, ECS, and Docker.

• Proficiency in at least one major cloud service provider: AWS, GCP, or Azure.

• Strong understanding of CI/CD principles and foundational Linux/networking concepts.

• Scripting skills in Python, Node.js, Bash, or similar languages.

• Coding experience gained through coursework, projects, or professional roles sufficient to read and make minor, guided modifications to source code.

• Excellent written and verbal communication skills; comfortable leading customer discussions and documenting insights for engineers and managers.

• Quick learner with the ability to work hands-on in unfamiliar systems.

🏝️ Benefits

• Competitive salary.

• Comprehensive healthcare benefits.

• Flexible Spending Account (FSA).

• Flexible work schedule.

• Employee Assistance Program (EAP).

• Flexible Time Off and Parental Leave.

• Monthly, quarterly, and annual social and team-building events.

• Monthly internet reimbursement.