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 on our Azure Customer Experience (CXP) team, you'll play a critical role in ensuring the reliability, availability, and performance of customer applications hosted in Microsoft Azure. We're looking for a customer-obsessed problem-solver who is passionate about cloud computing, loves the challenge of solving complex technical problems, and is interested in a start-up-like environment.
**About arenaflex**
arenaflex is a leader in the cloud computing industry, and our Azure Customer Experience (CXP) team is one of the fastest-growing teams within the company. We're a customer-obsessed organization that believes in empowering our customers to achieve more. Our vision is to turn Microsoft Cloud customers into fans by meeting our high standards for quality and reliability. When we meet our standards, our customers win. If we falter, our customers fail their end-customers.
**Our Culture**
At arenaflex, we're committed to creating a culture of inclusion where everyone can thrive at work and beyond. We believe in empowering our customers by empowering our team to show up authentically, work in ways that are best for them, and achieve their career goals. We're passionate about diversity and inclusion, and we know that it's essential to our success.
**Responsibilities**
As a Senior Customer Experience Engineer, you'll 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. Your key 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.
* 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, software development, and customer-facing roles.
**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**
As a Senior Customer Experience Engineer at arenaflex, you'll enjoy a competitive salary, comprehensive benefits package, and opportunities for career growth and development. Our typical base pay range for this role across the U.S. is USD $112,000 - $218,400 per year, with a different range applicable to specific work locations. Certain roles may be eligible for benefits and other compensation.
**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. We can't wait to hear from you!
**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, read more about requesting accommodations.