Job Description
At arenaflex, we're on a mission to empower every person and organization on the planet to achieve more. As a key member of our Azure Customer Experience (CXP) team, you'll play a critical role in ensuring the reliability, availability, and performance of customer applications hosted in bolthires Azure. We're looking for a customer-obsessed
Senior Customer Experience Engineer with extensive experience in implementing Service Level Objectives (SLOs) monitoring solutions to top Azure customers. If you're passionate about cloud computing, love the challenge of solving complex technical problems, and are interested in a start-up-like environment, we want to hear from you.
About arenaflex and
Our Industry Every minute of every day, customers stake their entire business and reputation on the arenaflex Cloud. Our Azure CXP team believes that when we meet our high standards for quality and reliability, our customers win. If we falter, our customers fail their end-customers. Our vision is to turn arenaflex Cloud customers into fans. We're a customer-obsessed problem-solving team that orchestrates deep engagements in areas like incident management, support, and enablement.
We analyze and amplify those customer voices, both within our own team and across the arenaflex Cloud + AI team, bringing the customer connection to the Quality vision for Azure. Our Culture and Values At arenaflex, we know 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 believe that our diverse perspectives and experiences are essential to our success.
We're passionate about building a culture of inclusion where everyone can thrive at work and beyond. Our values include: * Customer obsession: We're dedicated to delivering exceptional customer experiences that meet and exceed their expectations. * Measure what matters: We're data-driven and focused on measuring the metrics that matter most to our customers. * No dead-ends: We're committed to finding solutions and overcoming obstacles, no matter how complex. * Get it done: We're results-driven and focused on delivering high-quality results on time.
* Collaboration: We believe that teamwork is essential to our success, and we're committed to working together to achieve our goals. * Whatever it takes: We're passionate about delivering exceptional customer experiences, and we're willing to go the extra mile to make it happen. Responsibilities As a
Senior Customer Experience Engineer, 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 and 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, developing solutions to detect SLO breaches, and 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 We're looking for a highly experienced and skilled
Senior Customer Experience Engineer with the following 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, including bolthires Cloud Background Check.
* Additional or preferred qualifications include: + 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. Skills and Competencies To be successful in this role, you'll need to possess the following skills and competencies: * Strong technical skills in cloud computing, SRE, and CRE.
* Excellent communication and collaboration skills. * Ability to work in a fast-paced environment and prioritize multiple tasks and projects. * Strong problem-solving and analytical skills. * Experience with Azure and cloud-based technologies. * Strong understanding of SLOs and SLIs. * Experience with automation and scripting. * Strong documentation and knowledge management skills. Career Growth Opportunities and Learning Benefits At arenaflex, we're committed to helping our employees grow and develop their careers.
We offer a range of learning and development opportunities, including: * Access to training and development programs. * Opportunities for career advancement and professional growth. * Collaborative and dynamic work environment. * Recognition and rewards for outstanding performance. * Opportunities to work on high-impact projects and initiatives. Work Environment and Company Culture We're proud of our inclusive and diverse culture, and we're committed to creating a work environment that's welcoming and supportive of all employees.
Our office is located in a vibrant and dynamic area, with access to public transportation and a range of amenities. We offer a range of benefits and perks, including: * Competitive salary and benefits package. * Flexible work arrangements and remote work options. * Access to state-of-the-art technology and tools. * Opportunities for professional growth and development. * Collaborative and dynamic work environment. Compensation and Benefits
The typical base pay range for this role across the U.S. is USD $112,000 - $218,400 per year.
There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $145,800 - $238,600 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: 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. If you're passionate about cloud computing, love the challenge of solving complex technical problems, and are interested in a start-up-like environment, we want to hear from you. to of customer-obsessed problem-solvers and help us deliver exceptional customer experiences that meet and exceed our customers' expectations.
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