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 empowering them to achieve more. We're looking for a Senior Customer Experience Engineer who shares our passion for customer obsession, growth mindset, and collaboration.
**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 a customer-obsessed organization that's passionate about delivering exceptional customer experiences. Our team is dedicated to ensuring the reliability, availability, and performance of customer applications hosted in Microsoft Azure.
**Job Summary**
As a Senior Customer Experience Engineer, you'll play a critical role in ensuring the success of our team's charter by designing, implementing, and maintaining robust SLO monitoring systems to track and meet the service level objectives defined in our offerings, customer engagement agreements. You'll collaborate with customers to jointly define and establish SLOs and SLIs that align with their business goals and expectations. You'll also develop automated solutions and troubleshooting guides to remediate or mitigate SLO breaches.
**Responsibilities**
* Collaborate with customers to jointly define and establish SLOs and SLIs that align with their business goals and expectations
* Instrument code to measure SLOs, develop solutions to detect SLO breaches
* Develop automated solutions and troubleshooting guides to remediate or mitigate SLO breaches
* Collaborate 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
* Ensure customer-centric SLOs are consistently exceeded through cross-functional collaboration
* Analyze SLO data for trends, improvements, and reliability risks, proposing remediation plans
* Proactively engage customers on SLO performance, addressing concerns and offering insights
* Lead optimization efforts for system performance, scalability, and efficiency to exceed SLOs
* Develop and maintain documentation related to customer-specific SLOs, SLIs, and monitoring processes
**Qualifications**
* 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
**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
**Skills and Competencies**
* 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 customer's needs to the proper channels
* Take ownership and work towards a resolution
**Work Environment and Company Culture**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a culture of inclusion where everyone can thrive at work and beyond. Our team is passionate about innovation, collaboration, and customer obsession. We're growing fast, but we remain agile and adaptable.
**Benefits and Compensation**
arenaflex offers a competitive compensation package, including a base salary range of USD $117,200 - $229,200 per year, depending on location. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.arenaflex.com/us/en/us-corporate-pay
**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 invite you to apply for this exciting opportunity. Please submit your application by September 14, 2024.
Apply Now
**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 a customer-obsessed organization that's passionate about delivering exceptional customer experiences. Our team is dedicated to ensuring the reliability, availability, and performance of customer applications hosted in Microsoft Azure.
**Why Join arenaflex?**
* Opportunity to work with a fast-growing team in the cloud computing industry
* Collaborative and innovative work environment
* Competitive compensation package
* Opportunity to develop new skills and technologies in a fast-paced environment
* Passionate team dedicated to delivering exceptional customer experiences
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a culture of inclusion where everyone can thrive at work and beyond. Our team is passionate about innovation, collaboration, and customer obsession. We're growing fast, but we remain agile and adaptable.
**Benefits and Compensation**
arenaflex offers a competitive compensation package, including a base salary range of USD $117,200 - $229,200 per year, depending on location. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.arenaflex.com/us/en/us-corporate-pay
**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 invite you to apply for this exciting opportunity. Please submit your application by September 14, 2024.