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 environment where innovation and collaboration are key? If so, we invite you to join arenaflex's Azure Customer Experience (CXP) team as a Senior Customer Experience Engineer.
At arenaflex, we believe that when we meet our high standards for quality and reliability, our customers win. Our vision is to turn arenaflex Cloud customers into fans by providing exceptional customer experiences that exceed their expectations. We're looking for a talented Senior Customer Experience Engineer to join our team and help us achieve this vision.
**About arenaflex**
arenaflex is a leader in the cloud computing industry, and our Azure CXP team is one of the fastest-growing teams within the company. We're passionate about empowering our customers to achieve more by providing them with the best possible experience on our platform. Our team is dedicated to delivering exceptional customer experiences that meet and exceed our customers' expectations.
**The Role**
As a Senior Customer Experience Engineer, you will play a critical role in ensuring the reliability, availability, and performance of customer applications hosted in arenaflex Azure. You will be responsible for designing, implementing, and maintaining robust SLO monitoring systems to track and meet the service level objectives defined in our offerings, customer engagement agreements. This position is critical to the success of our team's charter and embodies our inclusive culture, growth & learning mindsets, and unwavering dedication to diversity.
**Responsibilities**
* Collaborate with customers to jointly define and establish SLOs and SLIs that align with their business goals and expectations.
* Instrument code to measure SLOs, develop solutions to detect SLO breaches.
* Develop automated solutions and troubleshooting guides to remediate or mitigate SLO breaches.
* Collaborate 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.
* Ensure customer-centric SLOs are consistently exceeded through cross-functional collaboration.
* Analyze SLO data for trends, improvements, and reliability risks, proposing remediation plans.
* Proactively engage customers on SLO performance, addressing concerns and offering insights.
* Lead optimization efforts for system performance, scalability, and efficiency to exceed SLOs.
* Develop and maintain documentation related to customer-specific SLOs, SLIs, and monitoring processes.
**Qualifications**
* Bachelor's Degree in Engineering, Computer Science, or related field AND 4+ years experience with designing, implementing, debugging and launching commercial software products or web services.
* OR equivalent experience.
* Experience designing and implementing monitoring design and Architectures for end customers in Azure (or AWS/GCP)
* 3+ years of experience in designing Observability and monitoring solutions in Azure (or AWS/GCP), SLO/SLI Implementation is a plus.
* 3+ years of experience in an external client-facing role or customer handling.
**Additional Requirements**
* Ability to meet arenaflex, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:
+ Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
**Preferred Qualifications**
* Bachelor's Degree in Engineering, Computer Science, or related field AND 8+ years software industry experience related to technology
* OR Master's Degree in Engineering, or related field AND 6+ years software industry experience related to technology
* OR equivalent experience.
* 2+ years customer-facing experience.
* Proven expertise in implementing and managing Service Level Objectives (SLOs) and Service Level Indicators (SLIs) for cloud customers.
* Extensive experience with SLO monitoring tools and platforms
* Advanced certifications in SRE or related fields.
* Experience in observability, SRE OpenTelemetry, Prometheus, Grafana, Dynatrace, Datadog, AzureMonitor, AI, ML
**What We Offer**
* Competitive salary range: $117,200 - $229,200 per year (USD)
* Opportunity to work with a fast-growing team in a dynamic and innovative environment
* Collaborative and inclusive culture that values diversity and growth
* Comprehensive benefits package, including medical, dental, and vision insurance
* 401(k) matching program
* Paid time off and holidays
* Professional development opportunities and training programs
* Access to cutting-edge technology and tools
* Recognition and rewards for outstanding performance
**How to Apply**
If you're a motivated and customer-obsessed problem-solver with a passion for cloud computing, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to our application portal. We can't wait to hear from you!
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
**Benefits and Perks**
arenaflex offers a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching program, paid time off and holidays, professional development opportunities and training programs, access to cutting-edge technology and tools, recognition and rewards for outstanding performance. Benefits and perks may vary depending on the nature of your employment with arenaflex and the country where you work.
**Join Our Team**
At arenaflex, we're passionate about empowering our customers to achieve more by providing them with the best possible experience on our platform. If you share our vision and values, we invite you to join our team as a Senior Customer Experience Engineer. Apply now and take the first step towards an exciting career with arenaflex!
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