Staff Customer Reliability Engineer

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

📋 Description

• Serve as the senior technical authority for intricate, high-severity, and strategically significant customer challenges.

• Diagnose issues across cloud infrastructure, Kubernetes, Linux, networking, identity and access management, observability, integrations, and distributed systems.

• Establish and enhance standards for troubleshooting, escalation quality, incident preparedness, case ownership, and technical documentation.

• Develop automation, diagnostics, runbooks, and operational mechanisms to minimize repeat escalations and enhance resolution times.

• Mentor and guide Customer Reliability Engineers through case evaluations, incident retrospectives, technical training, and daily support.

• Create reusable technical content and enablement resources for Customer Reliability and Support teams.

• Collaborate with Escalation Management and account teams on high-touch customers and reliability concerns.

• Participate in the CRE on-call rotation and provide technical leadership during high-stakes incidents.

• Engage with engineers, executives, customer technical teams, and other stakeholders.

• Sysdig aids organizations in securing cloud innovation via cloud threat detection, runtime insights, and cloud security technologies.

⛳️ Requirements

• Over 7 years of experience in technical support, customer reliability engineering, site reliability engineering, solutions architecture, or a related production engineering field.

• Expert-level proficiency with Kubernetes and Linux in production settings.

• Practical experience in troubleshooting and managing workloads on AWS, Azure, or GCP.

• Skilled in at least one scripting or programming language, such as Python, Bash, or Go.

• Proven experience in leading complex incidents, technical escalations, problem management, or post-incident improvement initiatives.

• Strong history of transforming customer issues into scalable enhancements.

• Excellent written and verbal communication abilities.

• Experience working with enterprise customers in complex, hybrid-cloud, multi-cloud, regulated, or highly integrated environments.

• Capability to balance urgent customer demands with sustainable technical solutions and long-term reliability objectives.

🏝️ Benefits

• Additional days off to focus on your well-being.

• 401(k) Retirement Savings Plan with a 3% company match.

• Maternity and Parental Leave.

• Mental health support for you and your family via the Modern Health app.

• Comprehensive health benefits package for you and your family.

• Flexible remote work options.