Customer Reliability Engineer
Core
Highest-level technical support function bridging customers and Engineering to own complex product behavior, fix root causes, and build tools for diagnosis and automation.
Role type
Senior Customer Reliability Engineer (Tier 3 Escalation)
Builds
Internal tools, scripts, automations, product features, and lightweight applications for diagnosis and incident response.
Domain
SaaS / Developer Tools / Application Security
Required skills
Go, Python, JavaScript/TypeScript, production-quality code, debugging, incident management, root cause analysis, system log analysis, API troubleshooting, cloud-native technologies (Docker, Kubernetes, AWS, GCP, Azure), CI/CD pipelines, observability tools, runbook creation, stakeholder communication.
Preferred skills
Source control systems (GitHub, GitLab, Bitbucket), full-stack application troubleshooting, AI-assisted development tools (Cursor, Claude, GitHub Copilot).
Responsibilities
Lead complex product issues from first report to resolution; run point on global and customer-specific incidents; diagnose and fix unexpected product behavior; build internal tools and automations; drive reliability and prevention work by turning incident patterns into durable fixes; partner with Engineering and R&D to expedite critical bug resolutions.
Seniority
Senior, hands-on IC
