Job Description
At arenaflex, we believe that when we meet our high standards for quality and reliability, our customers win. Our vision is to turn arenaflex customers into fans by delivering exceptional customer experiences that exceed their expectations. We're a customer-obsessed team of problem-solvers who orchestrate deep engagements in areas like incident management, support, and enablement. We analyze and amplify customer voices, both within our team and across the organization, bringing the customer connection to the Quality vision for arenaflex.
We're looking for a talented and experienced 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 SLO monitoring systems to track and meet the service level objectives defined in our offerings, customer engagement agreements. About arenaflex arenaflex is a leading provider of cloud-based solutions that empower businesses to achieve more.
Our mission is to empower every person and every organization on the planet to achieve more. We come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. Responsibilities As a Customer Experience Engineer, you will be responsible for: * 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 creating 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 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. 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 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. Skills and Competencies To succeed in this role, you will need: * Strong problem-solving skills and ability to analyze complex technical issues.
* Excellent communication and collaboration skills, with the ability to work effectively with customers, engineers, and other stakeholders. * Strong technical skills, including experience with cloud-based solutions, SLO monitoring, and automation. * Ability to work in a fast-paced environment and prioritize multiple tasks and projects. * Strong analytical and problem-solving skills, with the ability to identify and resolve complex technical issues. Career Growth Opportunities and Learning Benefits At arenaflex, we believe in investing in our employees' growth and development.
As a Customer Experience Engineer, you will have opportunities to: * Work on complex technical projects and develop your skills and expertise. * Collaborate with cross-functional teams, including engineering, product, and customer success. * Participate in training and development programs to enhance your skills and knowledge. * Take on leadership roles and responsibilities, including mentoring and coaching junior engineers. Work Environment and Company Culture arenaflex is a dynamic and inclusive workplace that values diversity, equity, and inclusion.
We offer a range of benefits and perks, including: * Competitive salary and bonus structure. * Comprehensive health and wellness benefits. * Flexible work arrangements, including remote work options. * Professional development opportunities, including training and education programs. * Collaborative and inclusive 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:. If you're a motivated and experienced Customer Experience Engineer looking for a new challenge, we encourage you to apply for this role. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! 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.