As a Customer Reliability Engineer (CRE) you will ensure the best customer experience by assuring services reliability from customer eyes and making sure Incident/Service Requests are
resolved in the shortest timeframe. You will guarantee overall service quality and health by closing the loop with feedback to the PO & SRE regarding service issues and improvements. Improve service adoption and customer success by ensuring customers are getting the most from our Cloud Services.
Responsibilities
- Manage Incidents/Service requests within Service Level Agreement (SLA), tracking SLA and taking actions in case of deviation.
- Escalate to SRE or Engineering (L3) Incidents/Service requests that cannot be resolved.
- Communicate with customers by keeping them informed about the updates related to Incidents/Service requests on a regular basis.
- Write Work Instructions/Incident Response Plans for L1, automate WI based on alert.
- Maintain high technical skills on solution/services, be Subject Matter Expert (SME) of selected solution/service.
- Build and deliver technical webinar to Customers and other CRE, work with Solution Designer/Product Owner to build and Customer Success Manager/Customer Reliability Service Manager to plan such webinar.
- Be Customer Champion for selected accounts, establish privileged relationship and deeper technical understanding for selected accounts, stay up to date on their plans regarding service usage.
- Provide close support to Customer Reliability Service Manager when it comes to understanding of customer use cases and Incidents/Service requests.
Qualifications & Experience
- Bachelor´s degree in computer science, software engineering, electronics engineering, or related fields.
- At least 5 years of experience as an Application Engineer or Reliability Engineer facing customer.
- Public cloud environments knowledge such as AWS or GCP.
- Data base notions (Mongo DB, SQL, Data Dog, Oracle).
- App development background focus.
- Fluent in Spanish and English (B2).
Position Requirements
- Argentinian citizenship or work permit.
- Hybrid role, office based in Buenos Aires, Argentina.
- Availability to perform on-call (after hours) shifts once a month.
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