Senior Customer Experience Engineer – Cloud Application Development and Reliability

Are you a customer-obsessed problem-solver with a passion for cloud computing and a knack for solving complex technical problems? Do you thrive in a fast-paced, dynamic environment where innovation and collaboration are key? If so, we invite you to join the Azure Customer Experience (CXP) team at blithequark, where we're dedicated to turning Microsoft Cloud customers into fans. As a Senior Customer Experience Engineer, you'll play a critical role in ensuring the reliability, availability, and performance of customer applications hosted in Microsoft Azure. You'll design, implement, and maintain robust Service Level Objective (SLO) monitoring systems to track and meet the service level objectives defined in our offerings and customer engagement agreements. Your expertise in implementing and managing SLOs and Service Level Indicators (SLIs) will be instrumental in exceeding customer-centric SLOs and driving business growth.

About blithequark

At blithequark, we're committed to empowering every person and every organization on the planet to achieve more. Our mission is to create a culture of inclusion where everyone can thrive at work and beyond. We believe in the power of diversity and inclusion, and we're dedicated to fostering a growth mindset, innovating to empower others, and collaborating to realize our shared goals.

Our Culture

Our culture is built on five core values:

• Customer obsession: We're dedicated to delivering exceptional customer experiences that exceed their expectations.
• Measure what matters: We track and measure our progress to ensure we're meeting our goals and exceeding customer expectations.
• No dead-ends: We're committed to finding solutions and overcoming obstacles to achieve our goals.
• Get it done: We're driven to deliver results and make a meaningful impact.
• Collaboration: We work together as a team to achieve our goals and exceed customer expectations.

Responsibilities

As a Senior Customer Experience Engineer, your responsibilities will include:

• Collaborating with customers to jointly define and establish SLOs and SLIs that align with their business goals and expectations.
• Instrumenting code to measure SLOs and developing solutions to detect SLO breaches.
• 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

To be successful in this role, you'll 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 – 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 an external client-facing role.

Additional Requirements

* Ability to meet blithequark, customer, and/or government security screening requirements, including Microsoft 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.

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: https://careers.blithequark.com/us/en/us-corporate-pay

Diversity and Inclusion

blithequark 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.

How to Apply

If you're a customer-obsessed problem-solver with a passion for cloud computing and a knack for solving complex technical problems, we invite you to apply for this exciting opportunity. Please submit your application through our website: https://careers.blithequark.com/us/en/us-corporate-pay. Apply for this job