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 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 delivering exceptional customer experiences that exceed their expectations. 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.
**About arenaflex**
arenaflex is a leading provider of cloud computing services, empowering every person and organization on the planet to achieve more. Our mission is to innovate and collaborate to realize our shared goals, building on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
**The Role**
As a Senior Customer Experience Engineer, you will be responsible for designing, implementing, and maintaining robust Service Level Objective (SLO) monitoring systems to track and meet the service level objectives defined in our offerings, customer engagement agreements. You will collaborate closely with customers to jointly define and establish SLOs and Service Level Indicators (SLIs) that align with their business goals and expectations.
**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.
* 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 a external client-facing role.
**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.
**What We Offer**
* Competitive salary range: $112,000 - $218,400 per year (USD).
* Opportunities for career growth and professional development.
* Collaborative and dynamic work environment.
* Comprehensive benefits package, including medical, dental, and vision insurance.
* 401(k) matching program.
* Paid time off and holidays.
* Access to cutting-edge technology and tools.
* Opportunities to work on high-impact projects and contribute to arenaflex's mission.
**How to Apply**
If you are 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 resume and a cover letter explaining why you are the ideal candidate for this role.
**Equal Opportunity Employer**
arenaflex 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, please contact our HR department at [insert contact information].