At arenaflex, we're on a mission to empower every person and organization on the planet to achieve more. 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 be part of our Observability team, working closely with customers to design, implement, and maintain robust Service Level Objective (SLO) monitoring systems that track and meet the service level objectives defined in our offerings and customer engagement agreements.
**About arenaflex**
arenaflex is a leader in the cloud computing industry, and our Azure Customer Experience (CXP) team is dedicated to delivering exceptional customer experiences. We believe 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 Microsoft Cloud customers into fans.
**Customer Obsession**
We're customer-obsessed problem-solvers who orchestrate 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 Cloud + AI team, bringing the customer connection to the Quality vision for Azure. We innovate ways to scale what we learn across our customer base, and diversity and inclusion are central to who we are, how we work, and what we enable our customers to achieve.
**Responsibilities**
As a Senior Customer Experience Engineer, your 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**
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 arenaflex, customer, and/or government security screening requirements, including the Microsoft Cloud Background Check.
* Familiarity with cloud computing, Azure, and SRE/CRE principles.
**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 base pay 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, and paid time off.
* Access to cutting-edge technology and tools.
* Opportunities to work on high-impact projects and contribute to the success of arenaflex.
**How to Apply**
If you're passionate about cloud computing, customer experience, and problem-solving, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer. We welcome applications from diverse candidates and are committed to creating an inclusive work environment. If you need assistance and/or a reasonable accommodation due to a disability during the application process, please don't hesitate to reach out.
**Apply Now**
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