Senior Customer Experience Engineer – SLO & Observability Lead for Cloud & AI Services at arenaflex

Why arenaflex?

At arenaflex we are on a mission to empower every person and every organization on the planet to achieve more through cutting‑edge cloud technology. Our customers stake their entire business and reputation on the reliability, performance, and security of the arenaflex Cloud. When we deliver on our promise of high‑quality, resilient services, our customers win – and we turn them into passionate advocates.

Our Customer Experience (CXP) team sits at the intersection of technology, operations, and human‑centered design. We collaborate closely with product engineers, data scientists, and support specialists to ensure that every interaction a customer has with the arenaflex Cloud is seamless, predictable, and delightful. Diversity, inclusion, and a growth mindset are not just buzzwords; they are the foundation of how we work, innovate, and celebrate each other’s successes.

Role Overview

We are looking for a seasoned Senior Customer Experience Engineer to join our fast‑growing Observability and Reliability squad. In this role you will champion the design, implementation, and continuous improvement of Service Level Objectives (SLOs) and Service Level Indicators (SLIs) for our most strategic arenaflex Cloud customers. You will partner with customers, engineering teams, and product owners to translate business outcomes into measurable reliability targets, build automated detection and remediation pipelines, and amplify the voice of the customer across the entire organization.

This is a unique opportunity to work in a start‑up‑like environment within a global technology leader, shaping the future of cloud observability while enjoying the resources, scale, and impact of arenaflex.

Key Responsibilities

• Customer Partnership: Engage directly with enterprise customers to understand their business outcomes, define appropriate SLOs/SLIs, and align them with arenaflex Cloud platform guarantees.
• Instrument & Measure: Embed telemetry in customer‑facing code, configure custom metrics, and develop robust pipelines that continuously measure SLO compliance.
• Breach Detection & Automation: Design and implement automated alerts, runbooks, and self‑healing workflows that trigger when SLO thresholds are at risk of being breached.
• Cross‑Team Collaboration: Partner with service engineering, platform reliability, and AI teams to map customer‑defined SLOs to underlying platform signals, ensuring root‑cause visibility and rapid remediation.
• Trend Analysis & Continuous Improvement: Analyze historical SLO data to surface reliability trends, risk factors, and opportunities for performance optimization.
• Proactive Customer Advocacy: Conduct regular SLO performance reviews with customers, share actionable insights, and suggest architectural enhancements to exceed expectations.
• Documentation & Knowledge Sharing: Produce clear, reusable documentation, best‑practice guides, and internal knowledge base articles that capture monitoring designs, troubleshooting steps, and escalation procedures.
• Culture Champion: Live the arenaflex values of customer obsession, bias for action, collaboration, and inclusion in every interaction.

Essential Qualifications

• Education & Experience: Bachelor’s degree in Engineering, Computer Science, or a related discipline *and* at least 4 years of hands‑on experience designing, debugging, and launching commercial software or web services. Equivalent professional experience is also acceptable.
• Observability Expertise: Minimum 3 years designing and operating monitoring, SLO/SLI, and observability solutions on major cloud platforms (arenaflex Cloud, AWS, or GCP). Direct experience with open‑source observability stacks (OpenTelemetry, Prometheus, Grafana) and commercial APM tools (Dynatrace, Datadog, AzureMonitor) is required.
• Customer‑Facing Background: At least 3 years in a client‑engagement role where you defined reliability targets, presented technical findings, and negotiated service expectations.
• Security Clearance: Ability to satisfy arenaflex’s Cloud background check and any relevant government or customer security screening requirements.

Preferred Qualifications & Nice‑to‑Haves

• Advanced degree (Master’s) in Engineering or Computer Science combined with 6 + years of industry experience.
• 2 + years of direct customer‑facing experience in high‑stakes enterprise environments.
• Demonstrated mastery of SLO/SLI lifecycle: definition, instrumentation, alerting, breach response, and post‑mortem analysis.
• Professional certifications in Site Reliability Engineering (e.g., Google SRE, Certified SRE Professional) or cloud architecture.
• Hands‑on experience with AI/ML‑driven anomaly detection, predictive reliability modeling, and capacity forecasting.
• Strong communication skills – ability to translate complex technical concepts into clear, business‑focused narratives for executives, engineers, and non‑technical stakeholders.
• Proven track record of influencing cross‑functional teams to adopt reliability best practices and drive cultural change around observability.

Core Skills & Competencies

• Technical Proficiency: Proficient in programming/scripting languages (Python, Go, PowerShell), infrastructure as code (Terraform, ARM templates), and CI/CD pipelines.
• Analytical Mindset: Ability to dissect large telemetry datasets, identify root causes, and formulate data‑driven improvement plans.
• Problem‑Solving: Comfortable tackling ambiguous, high‑impact problems with a systematic, customer‑centric approach.
• Collaboration: Works effectively in matrixed environments, building trust with product, engineering, support, and executive stakeholders.
• Growth Orientation: Eager to learn emerging observability technologies, cloud services, and industry standards.
• Empathy & Inclusion: Values diverse perspectives, creates an environment where all voices are heard, and mentors junior teammates.

Career Growth & Learning Opportunities

At arenaflex, your development is a priority. As a Senior Customer Experience Engineer you will have access to:

• Mentorship from industry‑leading SRE leaders and senior architects.
• Funding for certifications, conferences (e.g., SREcon, Observability Summit), and advanced training.
• Opportunities to lead cross‑functional reliability initiatives that influence product roadmaps globally.
• A clear progression path toward Principal Engineer, Technical Leader, or Product Management roles within the arenaflex Cloud ecosystem.
• Participation in internal “innovation days” where you can prototype new observability solutions or AI‑driven reliability tools.

Work Environment & Culture

Our team operates with the agility of a start‑up while leveraging the scale and resources of a global technology leader. Expect a hybrid work model that supports remote collaboration, flexible hours, and occasional in‑person brainstorming sessions at our modern campuses. We champion:

• Customer Obsession: Every decision is weighed against the impact on our customers’ success.
• Bias for Action: “No dead‑ends” – we empower engineers to experiment, iterate quickly, and ship improvements.
• Collaboration & Teamwork: Cross‑functional squads share ownership of reliability outcomes.
• Inclusion & Belonging: Employee resource groups, inclusive hiring practices, and a culture of authentic expression.
• Continuous Feedback: Regular 1‑on‑1s, performance reviews, and peer recognitions to help you grow.

Compensation, Benefits & Perks

arenaflex offers a competitive total rewards package that includes:

• Base salary within the market‑aligned range of $117,200 – $229,200 USD (adjusted for location, with premium ranges for high‑cost areas such as the San Francisco Bay and New York City metros).
• Annual performance bonus and long‑term equity incentives.
• Comprehensive medical, dental, and vision coverage for you and your dependents.
• Generous paid time off, parental leave, and flexible work‑arrangement policies.
• Retirement savings plans with company match, tuition reimbursement, and continuous learning allowances.
• Employee assistance programs, wellness resources, and inclusive benefits for diverse family structures.

How to Apply

If you are ready to drive reliability excellence, champion the voice of the customer, and shape the future of arenaflex Cloud, we want to hear from you. Submit your application through our careers portal before the closing date. For any accommodations or assistance during the application process, please let us know – we are committed to an accessible and equitable hiring experience.

Join arenaflex and help turn every cloud customer into a lifelong fan.

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