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? Look no further than arenaflex's Azure Customer Experience (CXP) team, where we're on a mission to turn Microsoft Cloud customers into fans.
As a Senior Customer Experience Engineer at arenaflex, you'll join a team of dedicated professionals who are passionate about delivering exceptional customer experiences. Our team is responsible for ensuring the reliability, availability, and performance of customer applications hosted in Microsoft Azure. We're looking for a seasoned expert with extensive experience in implementing Service Level Objectives (SLOs) monitoring solutions to top Azure customers.
**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're committed to empowering every person and every organization on the planet to achieve more. Our mission is to create a culture of inclusion where everyone can thrive at work and beyond.
**Our Culture and Values**
At arenaflex, we believe in the importance of diversity and inclusion. We know that empowering our customers starts with empowering our team to show up authentically, work in ways that are best for them, and achieve their career goals. Our culture is built on the following values:
* Customer obsession: We're passionate about delivering exceptional customer experiences.
* Measure what matters: We focus on metrics that matter to our customers.
* No dead-ends: We're always looking for ways to innovate and improve.
* Get it done: We're results-driven and committed to delivering high-quality work.
* Collaboration: We believe in working together to achieve our goals.
* Teamwork: We're a team, and we work together to support each other.
* Whatever it takes: We're committed to doing whatever it takes to deliver exceptional customer experiences.
**Responsibilities**
As a Senior Customer Experience Engineer at arenaflex, you'll be responsible for:
* 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'll need:
* A 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.
* 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.
**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.
* 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, AzureMonitor, AI, ML.
**What We Offer**
As a Senior Customer Experience Engineer at arenaflex, you'll enjoy:
* A competitive salary range of USD $117,200 - $229,200 per year (USD $153,600 - $250,200 per year in the San Francisco Bay area and New York City metropolitan area).
* A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
* Opportunities for career growth and professional development.
* A dynamic and inclusive work environment.
* The chance to work on cutting-edge projects and technologies.
* A collaborative and supportive team culture.
**How to Apply**
If you're a customer-obsessed problem-solver with a passion for cloud computing and a knack for solving complex technical problems, we want to hear from you! Apply now to join our team of dedicated professionals who are passionate about delivering exceptional customer experiences.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 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.