Principal Customer Reliability Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the technical representative for Accela's SaaS Operations organization, collaborating with Engineering, SRE, Database Engineering, Product, Professional Services, and Support teams to drive customer success.

• Oversee technical engagements concerning SaaS implementations, migrations, and ongoing production operations, ensuring consistent and reliable outcomes for clients.

• Collaborate with Professional Services and Support teams to ascertain technical requirements, establish migration strategies, and ensure successful transitions into steady-state operations.

• Enhance and develop operational processes, tools, monitoring, metrics, and alerting capabilities that facilitate customer onboarding, migrations, and maintain platform reliability.

• Serve as a senior escalation point for intricate customer issues, utilizing observability tools, application performance monitoring, log analysis, distributed tracing, and metrics to troubleshoot and resolve production challenges.

• Direct cross-functional response efforts for critical customer-impacting incidents and implementation hurdles, coordinating stakeholders to ensure prompt resolution.

• Collaborate with customers to set reliability expectations, communicate service-level commitments, and offer guidance on operational risk and change management practices.

• Work alongside Sales, Professional Services, and Support teams to articulate Accela's service management processes, cloud operations methodologies, and compliance stance, including SOC 2, HIPAA, FedRAMP, StateRAMP, and PCI-DSS requirements.

• Share customer-driven insights and feedback with Product, Engineering, and SRE teams to enhance platform reliability, usability, and operational performance.

• Assist in pre-sales and customer expansion efforts by offering technical expertise regarding reliability, architecture, cloud operations, and compliance.

• Provide technical leadership, mentorship, and best-practice guidance to Customer Reliability Engineers, Site Reliability Engineers, and other technical teams.

⛳️ Requirements

• Over 8 years of experience in Production Engineering, Site Reliability Engineering, Cloud Operations, Technical Support Engineering, or related SaaS environments, including customer-facing or escalation leadership roles.

• Strong customer-centric approach and proven ability to communicate effectively with both technical and business stakeholders.

• Practical experience operating and supporting SaaS platforms on Microsoft Azure.

• Familiarity with Kubernetes and contemporary containerized environments.

• Extensive experience utilizing observability and monitoring tools, including APM platforms, distributed tracing, logging, and metrics solutions.

• Profound troubleshooting and Root Cause Analysis skills across application, infrastructure, networking, operating system, and database layers.

• Understanding of Infrastructure-as-Code concepts and tools, especially Terraform.

• Experience in developing automation and operational tools using Python, PowerShell, Bash, or similar scripting languages.

• Proven ability to lead Incident, Problem, and Change Management processes during high-severity customer escalations.

• Exceptional written and verbal communication skills, with experience presenting technical information to customer leadership and executive stakeholders.

• Proficiency in using Git and GitHub-based workflows.

🏝️ Benefits

• Flexible time off

• Comprehensive medical, dental, and vision plans

• Family planning benefits

• 401(k) retirement savings plan with company match

• Health savings account with company contributions

• Flexible spending account

• Life, accident, and disability coverage

• Business travel insurance

• Employee assistance programs

• Other well-being benefits