Senior Customer Reliability Engineer

Overview

In this role you support enterprise customers as a senior technical resource, partnering with development engineers to manage escalations and track bugs. You will create troubleshooting sessions, trainings, and internal knowledge articles, and contribute to on-call coverage. You'll triage field issues and document feature requests, helping to shape reliability for cloud security products. You join a collaborative team focused on customer success and continuous improvement, with opportunities to influence both support processes and product direction.

Retribuzione / Benefits

• Extra days off
• Mental health support via Modern Health app
• Competitive compensation package

Responsabilità

• Provide senior-level technical support for enterprise customers
• Collaborate with development engineering to track escalations, bugs, and feature requests
• Develop troubleshooting sessions, trainings, and guides for internal teams
• Maintain and improve internal knowledge base articles
• Triage and document bugs and enhancements observed in the field
• Coordinate with Escalation Management on high-touch accounts
• Participate in on-call rotation

Requisiti fondamentali

• 5+ years of experience in enterprise technical support or escalation roles (container management, cloud management, cloud security)
• Master-level Kubernetes and Linux experience
• Proficiency in one or more scripting languages (bash/shell/python)
• Knowledge of public cloud providers (AWS, Azure, GCP)
• Strong problem-solving and diagnostic abilities
• Effective written and spoken communication in English and French
• Ability to balance multiple challenges simultaneously
• Kubernetes (master level)
• Linux
• Bash/Shell/Python scripting