Senior Customer Experience Engineer – Cloud Computing and Service Level Objectives Expert for Top arenaflex Customers

Introduction to arenaflex and the Industry At arenaflex, we understand that every minute of every day, our customers stake their entire business and reputation on our cloud services. The arenaflex Customer Experience (CXP) team is driven by the belief that meeting our high standards for quality and reliability is crucial for our customers' success. Our vision is to turn arenaflex cloud customers into fans by providing exceptional service and support. As a leader in the cloud computing industry, we are committed to empowering every person and every organization on the planet to achieve more. About the Role We are seeking a highly skilled and customer-obsessed Senior Customer Experience Engineer to join our Observability team. As a key member of our team, you will play a critical role in ensuring the reliability, availability, and performance of customer applications hosted in arenaflex cloud. You will 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 and 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 and 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 To be successful in this role, you will 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 - arenaflex (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. Preferred Qualifications In addition to the essential qualifications, we prefer candidates with: A Bachelor's Degree in Engineering, Computer Science, or a related field, and 8+ years of software industry experience related to technology. OR a 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. Skills and Competencies To excel in this role, you will need to possess: Strong technical skills in cloud computing, SRE, and CRE. Excellent communication and collaboration skills. Ability to work in a fast-paced environment and adapt to changing priorities. Strong problem-solving and analytical skills. Customer-obsessed mindset and passion for delivering exceptional customer experiences. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Senior Customer Experience Engineer, you will have access to: Opportunities for career advancement and professional growth. Training and development programs to enhance your technical and soft skills. A collaborative and inclusive work environment that fosters innovation and creativity. A culture that values diversity, equity, and inclusion. Work Environment and Company Culture At arenaflex, we pride ourselves on our inclusive and dynamic work environment. Our company culture is built on the values of: Customer obsession. Collaboration and teamwork. Integrity and accountability. Respect and empathy. A growth mindset and a passion for learning. Compensation, Perks, and Benefits As a Senior Customer Experience Engineer at arenaflex, you can expect: A competitive salary range, with a typical base pay range of $112,000 - $218,400 per year. A comprehensive benefits package, including health insurance, retirement savings, and paid time off. Access to a range of perks, including flexible work arrangements, professional development opportunities, and employee recognition programs. Conclusion If you are a customer-obsessed and technically skilled professional looking for a challenging and rewarding role, we encourage you to apply for the Senior Customer Experience Engineer position at arenaflex. Join our team of innovators and help us empower every person and every organization on the planet to achieve more. Apply for this job