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Customer Reliability Engineer

Remote / Boston, Massachusetts, United States of America Full Time regular
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Salary
Undisclosed
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Added 3mo ago

As a Customer Reliability Engineer at Nobl9, you will guide customers through the technical aspects of on-boarding to the Nobl9 SLO platform. Customers use Nobl9’s products to implement Service Level Objectives in order to measure and improve reliability. You will be an expert in using Nobl9 to implement SLOs, helping customers translate reliability requirements into objectives measured in Nobl9. You will also assist the product development team with managing priorities against customer requirements and communicate customer feedback including new product ideas.

In this role you will have the opportunity to build broad expertise in both Site Reliability Engineering and the fast growing practice of implementing Service Level Objectives. You will create strong relationships with customers and help them achieve their reliability goals while implementing Nobl9.

What we like you to do:

  • Proactively guide customers during their onboarding phase to deliver technical guidance, conduct check-in calls and proactively remove blockers to their deployment and usage of Nobl9
  • Contribute to improving Nobl9 processes for on-boarding, ensuring customer success throughout the customer lifecycle and ensuring their reliability targets
  • Recommend proactive measures to help customers avoid issues and to ensure customer success (e.g. SLO bootcamps, SLO review session, SLO adoption planning, partner assistance, etc.)
  • Aid product teams in prioritizing customer requests
  • Identify gaps in product documentation and help improve overall support knowledge base
  • Work in a friendly non-corporate atmosphere that prioritizes flexibility and autonomy over stiff procedures and fixed hierarchy

Here are the qualities we’d like you to possess:

  • 2+ years in Customer Support, Success Engineering or other technical Customer Success position
  • Excitement to learn about SRE and become and expert in SLOs
  • Experience in diagnosing, reproducing, and resolving customer issues
  • Desire to make customers successful through direct interaction
  • Excellent written and communication skills
  • Experience with infrastructure and/or application monitoring (e.g. New Relic, Splunk, Prometheus, Datadog, Honeycomb, AWS Cloud Watch, etc)

Here are the qualities we’d prefer you to possess (but not deal breakers if missing a couple):

  • Bachelor's degree or equivalent practical experience.
  • Experience with Site Reliability Engineering organizations and SLOs.
  • 2+ years DevOps and/or SRE experience
  • Experience with Public Cloud (AWS, Azure, GCP, etc) and Container Orchestration (Kubernetes, Docker, ECS)
  • Experience with CI/CD (Jenkins, GitLab, GitHub Actions, etc)
  • Practical knowledge of Python and/or Go programming

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