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 arenaflex's Azure Customer Experience (CXP) team 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 arenaflex Cloud customers into fans by providing exceptional customer experiences that exceed their expectations. As a Senior Customer Experience Engineer, you will play a critical role in ensuring the reliability, availability, and performance of customer applications hosted in arenaflex Azure.
**About arenaflex and the Azure Customer Experience Team**
arenaflex is a leader in the cloud computing industry, and our Azure Customer Experience team is one of the fastest-growing teams within arenaflex Engineering. We are a customer-obsessed team that is passionate about delivering exceptional customer experiences. Our team is dedicated to empowering our customers to achieve more by providing them with the tools, resources, and support they need to succeed.
We are a diverse and inclusive team that values diversity, equity, and inclusion. We believe 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. We are committed to creating a culture of inclusion where everyone can thrive at work and beyond.
**Responsibilities**
As a Senior Customer Experience Engineer, you will be responsible for designing, implementing, and maintaining robust Service Level Objective (SLO) monitoring systems to track and meet the service level objectives defined in our offerings, customer engagement agreements. Your key responsibilities will include:
* Collaborating with customers to jointly define and establish SLOs and Service Level Indicators (SLIs) that align with their business goals and expectations
* Instrumenting code to measure SLOs, developing solutions to detect SLO breaches, and 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 will need to have:
* A Bachelor's Degree in Engineering, Computer Science, or a related field, and 4+ years of experience with designing, implementing, debugging, and launching commercial software products or web services
* OR equivalent experience
* Experience designing and implementing monitoring designs 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
* Ability to meet arenaflex, customer, and/or government security screening requirements, including Microsoft Cloud Background Check
**Preferred Qualifications**
* Bachelor's Degree in Engineering, Computer Science, or a related field, and 8+ years of software industry experience related to technology
* OR Master's Degree in Engineering, or a related field, and 6+ years of software industry experience related to technology
* OR equivalent experience
* 2+ years of 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, Azure Monitor, AI, ML
**Skills and Competencies**
To succeed in this role, you will need to possess:
* 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 needs to the proper channels
* Take ownership and work towards a resolution
**Career Growth Opportunities and Learning Benefits**
arenaflex is committed to providing our employees with opportunities for growth and development. As a Senior Customer Experience Engineer, you will have access to:
* Opportunities for career advancement and professional growth
* Training and development programs to enhance your skills and knowledge
* Mentorship and coaching from experienced professionals
* Collaborative and inclusive work environment
**Work Environment and Company Culture**
arenaflex is a dynamic and innovative company that values diversity, equity, and inclusion. Our work environment is collaborative and inclusive, with a focus on empowering our employees to achieve their career goals. We offer a range of benefits and perks, including:
* Competitive salary and benefits package
* Flexible work arrangements and remote work options
* Access to cutting-edge technology and tools
* Opportunities for professional growth and development
* Collaborative and inclusive work environment
**Compensation and Benefits**
arenaflex offers a competitive salary and benefits package, including:
* Base pay range: $117,200 - $229,200 per year (U.S.)
* Benefits and perks may vary depending on the nature of your employment with arenaflex and the country where you work
**How to Apply**
If you are 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, including your resume and a cover letter, to [insert contact information].
**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.
**Accommodation Request**
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.
**Apply Now**
Apply now to join arenaflex's Azure Customer Experience team as a Senior Customer Experience Engineer. We look forward to hearing from you!