Senior Customer Experience Engineer – Cloud Application Development and Customer Advocacy

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 the Azure Customer Experience (CXP) team at arenaflex 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 Microsoft 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 Microsoft Azure.

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 are a customer-obsessed organization that empowers our customers to achieve more by providing them with the tools, resources, and expertise they need to succeed. Our team is passionate about cloud computing, and we are committed to delivering exceptional customer experiences that exceed our customers' expectations.

Responsibilities

As a Senior Customer Experience Engineer, 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. Your key responsibilities will include:

• Collaborating with customers to jointly define and establish SLOs and 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 will need to have:

• 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
• 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
• Ability to meet arenaflex, customer, and/or government security screening requirements, including Microsoft Cloud Background Check

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
• 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, Azure Monitor, AI, ML

Skills and Competencies

To succeed in this role, you will need to possess:

• Customer obsession: Passion for customers and focus on delivering the right customer experience
• Growth mindset: Openness and ability to learn new skills and technologies in a fast-paced environment
• Effective communication: Ability to empathize with customers and convey confidence
• Ability to explain highly technical issues to varied audiences
• Ability to prioritize and advocate customers' needs to the proper channels
• Take ownership and work towards a resolution

Benefits and Perks

As a Senior Customer Experience Engineer at arenaflex, you will enjoy a range of benefits and perks, including:

• Competitive salary and bonus structure
• Comprehensive health insurance and retirement plans
• Flexible work arrangements and remote work options
• Professional development opportunities and training programs
• Access to cutting-edge technology and tools
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

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 the Senior Customer Experience Engineer role at arenaflex. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We are committed to diversity and inclusion in the workplace and welcome applications from qualified candidates of all backgrounds. We are an affirmative action employer and are committed to working towards a workplace that is free from bias and discrimination.

Accommodation Request

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 Pay Information

Find additional benefits and pay information here: [insert link]

Application Deadline

Applications for this role will be accepted until September 14, 2024. Apply for this job