Customer Reliability Engineer

About the role

We offer a flexible working policy that supports a healthy balance between personal and professional well-being. This role requires in-office presence on Tuesdays & Thursdays to collaborate, connect, and learn from peers - while also maintaining the flexibility for meaningful work-life balance.

Responsibilities

• Develop and maintain a deep technical knowledge of iManage platform services, with the ability to personally deep dive into logs, queries, and infrastructure to unblock different teams.
• Collaborate with customer-facing, product, and infrastructure teams on the development and deployment of scalable, reliable software.
• Drive a shift from reactive to proactive. Identify what is breaking before it breaks. Use telemetry, anomaly detection, and trend analysis to surface systemic issues then partner with technical stakeholders to eliminate them at the source.
• Serve as incident commander on P1/P2 incidents: leading communication, coordinating engineering stakeholders to get services back up and running again.
• Continuously refine the observability stack — building and tuning dashboards, alerts, and synthetic monitoring that give real-time visibility into system and end-user experience health.
• Serve as the escalation point for the Platform Support team, acting as Subject Matter Expert (SME) on the consumption and observability of our services; sharing knowledge to level-up expertise across the team.
• Engage with Engineering and SRE teams to improve supportability through internal tooling and observability; leveraging large-scale data sets to troubleshoot complex emerging problems.
• Assist with remediation, tooling, and communication for Customer Advisories; driving critical technical escalations with engineering teams through problem isolation, data gathering, and validation of resolution.
• Personally lead post-incident root cause analysis; own postmortems end-to-end, running blameless postmortems reviews, and driving systemic fixes that prevent recurrence.
• Advocate for users and stakeholders by exposing friction and reliability concerns within the products.
• Drive automation and self-service that eliminates repeat tickets and matures our knowledge management strategy; implement AI-powered operational improvements to improve quality and speed.
• Engage with iManage partners proactively to build agreements and shared understanding of reliability, levelling up knowledge of reliability principles across the iManage ecosystem.

Qualifications

• 3–5 years’ experience in a technical escalation role in a Support, CRE, Development, or SRE function.
• Proven ability to understand and communicate highly complex issues for non-technical audiences, including executive stakeholders.
• Seasoned incident responder with hands-on experience leading P1/P2 response, running postmortems, and driving systemic fixes that prevent recurrence.
• Experience troubleshooting and supporting distributed cloud services.
• Strong technical proficiency across SQL, Python, Bash/Shell, PowerShell, and REST APIs.
• Solid understanding of Azure Kubernetes Service (AKS) and related Azure services.
• Deep knowledge of observability and support platforms such as Splunk, Grafana, Kibana, and Prometheus.
• Strong technical troubleshooting and problem-solving skills; ability to think through situations outside the norm and develop appropriate solutions.
• Promised track record of driving automation and self-service improvements — a bias toward building, not just operating.

Skills

• Data-driven problem solving
• Technical troubleshooting
• Complex issue communication
• Observability and support platforms
• Automation and self-service improvements
• Customer advocacy
• Reliability engineering

Benefits

• Market competitive salary
• Annual performance-based bonus
• Comprehensive Health/Vision/Dental/Life Insurance
• 401k Retirement Savings Plan with a company match up to 4%
• Enhanced leave for expecting parents
• Flexible time off policy
• Multiple company wellness days
• Access to RethinkCare

Pay

The overall US annual base salary range for this position is $103,000 - $159,000 per year. Individual compensation for each candidate depends on factors such as qualifications, experience, and candidate location.

Schedule

This role requires in-office presence on Tuesdays & Thursdays to collaborate, connect, and learn from peers - while also maintaining the flexibility for meaningful work-life balance.