Senior Customer Experience Engineer – Cloud Application Reliability and Observability Expert

At arenaflex, we're on a mission to empower every person and organization on the planet to achieve more. Our Azure Customer Experience (CXP) team is at the forefront of this mission, working tirelessly to ensure that our customers have an exceptional experience with our cloud services. We're looking for a highly skilled and customer-obsessed Senior Customer Experience Engineer to join our team and help us achieve our vision of turning Microsoft Cloud customers into fans.

About arenaflex

arenaflex is a leader in cloud computing, and our Azure platform is the backbone of many businesses around the world. Every minute of every day, our customers stake their entire business and reputation on our cloud services. That's why we're committed to delivering the highest quality and reliability, and why we're passionate about creating an exceptional customer experience.

Our Culture

At arenaflex, we're a team of customer-obsessed problem-solvers who are passionate about innovation and collaboration. We believe that empowering our customers starts with empowering our team to show up authentically, work in ways that are best for them, and achieve their career goals. We're committed to diversity and inclusion, and we know that our diverse perspectives and experiences are what make us stronger.

The Role

As a Senior Customer Experience Engineer, you'll play a critical role in ensuring the reliability, availability, and performance of customer applications hosted in Microsoft Azure. You'll be responsible for designing, implementing, and maintaining robust SLO monitoring systems to track and meet the service level objectives defined in our offerings, customer engagement agreements. This position is critical to the success of our team's charter and embodies our inclusive culture, growth & learning mindsets, and unwavering dedication to diversity.

Responsibilities

* Collaborate with customers to jointly define and establish SLOs and Service level indicators (SLIs) that align with their business goals and expectations.

• Instrument code to measure SLOs, develop solutions to detect SLO breaches.
• Develop automated solutions and troubleshooting guides to remediate or mitigate SLO breaches.
• Collaborate closely with service engineering teams to develop solutions for correlating customer-defined SLOs with relevant platform SLOs, signals to effectively pinpoint, address, and resolve customer-impacting issues.
• Ensure customer-centric SLOs are consistently exceeded through cross-functional collaboration.
• Analyze SLO data for trends, improvements, and reliability risks, proposing remediation plans.
• Proactively engage customers on SLO performance, addressing concerns and offering insights.
• Lead optimization efforts for system performance, scalability, and efficiency to exceed SLOs.
• Develop and maintain documentation related to customer-specific SLOs, SLIs, and monitoring processes.

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 a external client-facing role.

Additional Requirements

* Ability to meet arenaflex, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: + Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

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

* Competitive salary range: $112,000 - $218,400 per year (USD)

• Opportunity to work with a leading cloud computing company
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Access to cutting-edge technology and tools
• Opportunity to work on high-impact projects and contribute to the success of our customers

How to Apply

If you're a customer-obsessed problem-solver with a passion for cloud computing and a drive to deliver exceptional customer experiences, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to meet our next team member!

Equal Employment Opportunity

arenaflex is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, please don't hesitate to reach out. Apply for this job