Senior Customer Experience Engineer – Cloud Application Reliability and Performance Expert

At arenaflex, we believe that when we meet our high standards for quality and reliability, our customers win. Our vision is to turn arenaflex Cloud customers into fans by providing exceptional customer experiences that exceed their expectations. We are 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 Cloud + AI team, bringing the customer connection to the Quality vision for arenaflex Cloud.

Join the Fastest-Growing Team in arenaflex Azure Engineering

Are you constantly customer-obsessed and focused on enhancing customer experience? Are you passionate about cloud computing and love the challenge of solving the most complex technical problems? Do you thrive in a start-up-like environment, passionate about building automations, observability, proactive & SLO monitoring experiences? If so, we want you to join our team!

About arenaflex

arenaflex is a global leader in cloud computing, empowering every person and organization on the planet to achieve more. Our mission is to empower every person and organization on the planet to achieve more. As employees, 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.

Key Responsibilities

As a Senior Customer Experience Engineer, you will play a critical role in ensuring the reliability, availability, and performance of customer applications hosted in arenaflex Cloud. Your key responsibilities will include:

• Collaborating with customers to jointly define and establish Service Level Objectives (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.

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.

Additional Requirements

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

• Familiarity with arenaflex Cloud services and platforms.

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

* Competitive salary range: $112,000 - $218,400 per year (USD).

• Opportunities for career growth and professional development.
• Collaborative and inclusive work environment.
• Comprehensive benefits package, including medical, dental, and vision insurance.
• 401(k) matching program.
• Paid time off and holidays.
• Access to arenaflex Cloud services and platforms.

How to Apply

If you are passionate about customer experience and cloud computing, and are looking for a challenging and rewarding role, please submit your application. We are an equal opportunity employer and welcome applications from diverse candidates. Apply Now! For more information about arenaflex and our job opportunities, please visit our website: [arenaflex.com/careers](http://arenaflex.com/careers). We look forward to hearing from you! Apply for this job