Senior Customer Experience Engineer – Cloud Application Development and Reliability

At arenaflex, we're on a mission to empower every person and organization on the planet to achieve more. As a Senior Customer Experience Engineer, you'll play a critical role in ensuring the reliability, availability, and performance of customer applications hosted in arenaflex's cloud platform. If you're passionate about cloud computing, customer obsession, and solving complex technical problems, we want to hear from you.

About arenaflex

arenaflex is a leading provider of cloud computing services, empowering businesses to achieve more through our innovative solutions. Our Azure Customer Experience (CXP) team is dedicated to delivering exceptional customer experiences, and we're looking for talented individuals like you to join our team. As a customer-obsessed problem-solver, you'll work closely with customers to understand their needs and develop solutions that exceed their expectations.

Our Culture

At arenaflex, we value diversity, inclusion, and growth. 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. Our culture is built on the principles of respect, integrity, and accountability, and we're committed to creating a workplace where everyone can thrive.

Responsibilities

As a Senior Customer Experience Engineer, you'll be responsible for designing, implementing, and maintaining robust Service Level Objective (SLO) monitoring systems to track and meet the service level objectives defined in our offerings, customer engagement agreements. Your key responsibilities will include:

• Collaborating with customers to jointly define and establish SLOs and Service Level Indicators (SLIs) that align with their business goals and expectations
• Instrumenting code to measure SLOs and developing solutions to detect SLO breaches
• Developing automated solutions and troubleshooting guides to remediate or mitigate SLO breaches
• Collaborating 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
• Ensuring customer-centric SLOs are consistently exceeded through cross-functional collaboration
• Analyzing SLO data for trends, improvements, and reliability risks, proposing remediation plans
• Proactively engaging customers on SLO performance, addressing concerns and offering insights
• Leading optimization efforts for system performance, scalability, and efficiency to exceed SLOs
• Developing and maintaining documentation related to customer-specific SLOs, SLIs, and monitoring processes

Qualifications

To be successful in this role, you'll need:

• A Bachelor's Degree in Engineering, Computer Science, or a related field, and 4+ years of 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 an external client-facing role

Additional Requirements

* Ability to meet arenaflex, customer, and/or government security screening requirements, including Microsoft Cloud Background Check

• Familiarity with cloud computing platforms, including Azure, AWS, and GCP
• Strong problem-solving and analytical skills
• Excellent communication and collaboration skills
• Ability to work in a fast-paced environment and adapt to changing priorities

Preferred Qualifications

* Bachelor's Degree in Engineering, Computer Science, or a related field, and 8+ years of software industry experience related to technology

• OR Master's Degree in Engineering, or a related field, and 6+ years of software industry experience related to technology
• OR equivalent experience
• 2+ years of customer-facing experience

What We Offer

As a Senior Customer Experience Engineer at arenaflex, you'll enjoy a competitive salary, comprehensive benefits package, and opportunities for growth and development. Our benefits include:

• Competitive base salary: $112,000 - $218,400 per year (USD)
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Opportunities for professional growth and development
• Collaborative and dynamic work environment

How to Apply

If you're passionate about cloud computing, customer obsession, and solving complex technical problems, we want to hear from you. Apply now to join our team of talented engineers and help us empower every person and organization on the planet to achieve more. Apply Job!

Equal Opportunity Employer

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, read more about requesting accommodations. Apply for this job