Are you a seasoned technical professional with a passion for delivering exceptional customer experiences and ensuring the reliability of complex cloud-based systems? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join careerzynith as our founding Senior Technical Support Engineer / Customer Reliability Engineer (CRE). In this pivotal role, you'll play a critical part in shaping the future of our company's support operations and cloud infrastructure, driving cross-functional collaboration, and making a lasting impact on our customers' success.
**About Us**
careerzynith is a pioneering company that's revolutionizing the way communities become more resilient. By harnessing the power of external data and artificial intelligence, we help utilities and critical infrastructure owners across the country prevent catastrophic losses and ensure the safety of their communities. Our team of close-knit engineers, subject matter experts, and business leaders is dedicated to solving complex problems, embracing new technologies, and making a positive impact in our communities.
**About the Role**
As our founding Senior Technical Support Engineer / Customer Reliability Engineer (CRE), you'll be at the forefront of our support operations, driving technical excellence, and ensuring the reliability of our cloud-based systems. You'll work closely with our L1 support, engineering, CloudOps, and product teams to bridge the last mile of reliability for our customers. Your expertise will be invaluable in:
* **Leading investigation and resolution** of complex, escalated support issues across product and platform layers.
* **Owning technical communications** with customers for high-priority issues, representing careerzynith Engineering with clarity and empathy during support escalations.
* **Spinning up and debugging cloud environments** using AWS/GCP/Azure resources to reproduce customer scenarios.
* **Creating and maintaining internal tooling** (scripts, dashboards, queries) that help support and product teams operate more effectively.
* **Contributing to knowledge sharing**, including postmortems, runbooks, Jira workflows, and support enablement sessions.
* **Mentoring L1 support and onboarding engineers**, elevating our operational maturity through guidance and training.
* **Partnering with Product and CloudOps** to identify recurring pain points, advocate for reliability enhancements, and shape long-term roadmap decisions.
* **Preparing support functions** for new feature rollouts—writing SOPs, training teams, and simulating edge case impact.
**What You Bring**
To excel in this role, you'll need:
* 3–6 years in technical support, DevOps, or site support roles at a SaaS or cloud-native company.
* Proficiency in one or more scripting or automation languages (Python, Bash, Go, etc.).
* Hands-on experience using cloud provider consoles (AWS, GCP, Azure) and APIs to deploy and debug cloud infrastructure.
* Familiarity with container orchestration (e.g., Kubernetes), observability tools (e.g., Datadog), and CI/CD pipelines.
* Strong understanding of support ticket workflows, incident communication, and escalation best practices.
* Calm under pressure with excellent verbal and written communication—you can explain technical issues to both engineers and customers.
* Demonstrated ability to work autonomously in ambiguous situations and proactively identify improvements.
**Bonus Points**
If you have:
* Experience leading postmortems or reliability reviews.
* Contributions to open-source projects or DevOps communities.
* Exposure to infrastructure-as-code tools like Terraform.
* Prior experience in a CRE, SRE, or TEE-equivalent role.
**What Success Looks Like**
As our Customer Reliability Engineer, you'll be instrumental in:
* Customers trusting your technical guidance during high-severity issues.
* L1 teams feeling empowered by your tooling, training, and availability.
* Repetitive issues getting automated or eliminated because of your feedback and initiative.
* Product and platform teams relying on your insights to improve supportability and system reliability.
* Support operations maturing across playbooks, observability, and team readiness.
**Benefits**
At careerzynith, we offer:
* **Mission-Driven**: We're not just building software; we're making a difference in our communities.
* **Competitive Compensation Package**: We reward your expertise and dedication.
* **Generous Paid Time Off**: We believe in work-life balance.
* **Premium Medical Insurance**: We care about your well-being.
* **Life Insurance, Short Term Disability Insurance, Long Term Disability Insurance**: We've got you covered.
**careerzynith's Core Values**
We're guided by six core values that shape our culture and decision-making:
* **Passionate about customers**: We strive to deliver sustainable value and exceed expectations.
* **Be decisive**: We make timely, informed, and pragmatic decisions to keep the organization moving forward.
* **Build trust**: Our values are the building blocks to trust. As we live them, we grow and build lasting relationships.
* **Focus on impact**: We measure and strive to continuously improve our real-world impact.
* **Be tenacious**: We are agile in our approach to addressing challenges but firm in our beliefs.
* **Win together**: We efficiently leverage our diverse skills and perspectives for one another, united by our shared vision.
**Equal Opportunity Employer**
careerzynith is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
**Apply Now**
If you're a seasoned technical professional with a passion for delivering exceptional customer experiences and ensuring the reliability of complex cloud-based systems, we invite you to join our team at careerzynith. Apply now to become our founding Senior Technical Support Engineer / Customer Reliability Engineer (CRE) and be part of shaping the future of our company's support operations and cloud infrastructure.