Experienced Full Stack Customer Experience Engineer – Cloud Application Reliability and Service Level Objectives Implementation

Join the Team that's Revolutionizing Cloud Computing at blithequark

At blithequark, we're on a mission to empower every person and organization on the planet to achieve more. Our Cloud Customer Experience (CXP) team is at the forefront of this mission, working tirelessly to ensure that our customers' businesses thrive on our cloud platform. We're a team of customer-obsessed problem-solvers, dedicated to delivering high-quality and reliable cloud experiences that turn our customers into fans.

About Our Team and Culture

As a Customer Experience Engineer at blithequark, you'll be part of a fast-growing team within our Azure Engineering organization. We're a diverse and inclusive team that values growth, learning, 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.

Our culture is built on the principles of respect, integrity, and accountability. We're a team that's passionate about cloud computing, customer experience, and innovation. We're looking for talented individuals who share our values and are excited about the opportunity to make a real impact on the cloud computing industry.

Job Summary

We're looking for an experienced Customer Experience Engineer to join our Observability team. As a key member of this team, you'll play a critical role in ensuring the reliability, availability, and performance of customer applications hosted in blithequark Cloud. You'll be responsible for designing, implementing, and maintaining robust Service Level Objectives (SLOs) monitoring systems to track and meet the service level objectives defined in our offerings and customer engagement agreements.

Key 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, and create 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.

Essential Qualifications

Education and Experience

• 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 - blithequark Cloud (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.

Skills and Competencies

• Strong understanding of cloud computing platforms, including blithequark Cloud, AWS, or GCP.
• Experience with SLOs, SLIs, and monitoring systems.
• Excellent problem-solving skills, with the ability to analyze complex issues and develop creative solutions.
• Strong communication and collaboration skills, with the ability to work effectively with customers, engineers, and other stakeholders.
• Ability to work in a fast-paced, dynamic environment with multiple priorities and deadlines.

Preferred Qualifications

Education and Experience

• 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

Compensation and Benefits

We offer a competitive salary range for this role, with a typical base pay range of $112,000 - $218,400 per year, depending on location and experience. We also offer a comprehensive benefits package, including:

• Medical, dental, and vision insurance.
• 401(k) matching program.
• Paid time off and holidays.
• Opportunities for career growth and professional development.

Career Growth and Learning

At blithequark, we're committed to helping our employees grow and develop their skills. We offer:

• Training and development programs.
• Mentorship opportunities.
• Conferences and workshops.
• Online courses and tutorials.

Work Environment and Culture

Our work environment is collaborative, dynamic, and inclusive. We value diversity and promote a culture of respect, integrity, and accountability. We offer:

• A flexible work environment, with options for remote work.
• A diverse and inclusive team.
• Opportunities for socialization and team-building.
• A culture that encourages innovation and creativity.

How to Apply

If you're passionate about cloud computing, customer experience, and innovation, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the perfect fit for this role.

At blithequark, we're committed to creating a diverse and inclusive work environment. We welcome applications from candidates of all backgrounds and perspectives.