Staff Customer Engineer

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

📋 Description

• Act as the main technical contact for enterprise clients during intricate troubleshooting, onboarding, and expansion processes.

• Code Fluency: Proficient in reading source code to ascertain product behavior.

• Take ownership of challenging customer issues across Kubernetes (k8s), ECS, Docker, cloud platforms, and hybrid/on-premise environments.

• Conduct root-cause analysis on pipeline failures, deployment challenges, runner/agent connectivity, and secrets management issues.

• Debug infrastructure automation, execution logs, and metrics data spanning CloudWatch, Google Cloud Operations/Stackdriver, and Azure Monitor.

• Lead incident triage during escalations, collaborate cross-functionally, and communicate clear technical insights to the Engineering team.

• Reproduce edge-case bugs with precise reproduction steps and facilitate resolution in collaboration with Product and Engineering teams.

• Create and maintain runbooks, troubleshooting manuals, and customer-facing playbooks.

⛳️ Requirements

• Over 6 years of experience in a customer-facing engineering, DevOps, SRE, or platform engineering position.

• Extensive hands-on experience with Kubernetes (k8s), ECS, and Docker.

• Experience with at least two major cloud platforms (AWS, GCP, Azure).

• Strong understanding of CI/CD principles and tools.

• Confident in managing a customer call without the need to escalate every decision.

• Capable of clearly documenting technical findings.

• Proficient with Linux systems, networking basics, and debugging distributed systems.

• Ability to script in at least one programming language (Python, Node.js, Bash, or similar).

• Practical experience with observability tools (Datadog, Splunk, Prometheus, or similar).

🏝️ 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.