Customer Service Reliability Engineer

Key Areas of Responsibility

• Manage Incidents/Service requests within 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.
• Write Technical Notes/Knowledge Articles for CRE and Customers (focused on service usage improvement).
• 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.
• Deploy Customer's specific changes upon Change Approval Board approval.
• Implement and maintain Service Level Indicator, dashboards and Customer's specific alerts to follow performance/improvement plan.
• Follow-up Customer activity through dashboards (percentage of success, percentage of enrollment, percentage of conversion, etc.).
• Provide close support to Customer Reliability Service Manager when it comes to understanding of customer use cases and Incidents/Service requests.
• Scale up/down to meet customer business need (if possible at CRE level, or raise the need to SRE).
• Lead Root Cause Analysis when no SRE involved (if there's a service outage, SRE will be involved and will naturally become the RCA leader).
• Participate in post-mortems and contribute to RCA.
• Translate internal RCA to external RCA, publish external RCA in due time (according to service/customer agreement).
• Raise product/service improvement requests to PO/SRE.

Minimum Requirements

• Bachelor’s Degree in Computer Science, Software Engineering, or equivalent degree.
• Intermediate-Advanced English fluency.
• At least 5 years of experience as CRE/SRE.
• Mandatory experience with Cloud environments like AWS or GCP.
• Java is preferred.
• Notions of Databases (Mongo DB) and SQL queries (MS-SQL Server and Oracle).
• Knowledge in a few development languages front-end, Angular, Javascript, XAML, and styling CSS, bootstrap, Material Design.
• Mandatory experience in Linux, and a good understanding of IT security principles (PKI).
• Knowledge and experience with Shell Scripting, Python, Terraform.
• Knowledge and experience with Splunk, Confluence/Jira, Snow is good to have.
• Strong team player with proven experience and a willingness to take ownership of a topic and successfully bring it to completion.
• Well organized with strong attention to detail, strong verbal and written communication skills.