Senior Customer Engineer
Core
Senior Customer Engineer driving technical investigations for critical customer escalations and complex issues involving SaaS and cloud security offerings, bridging the gap between customer-facing teams and backend engineering.
Role type
Senior IC Customer Engineer (Cloud Security/SaaS)
Builds
Supportability requirements, AI-assisted troubleshooting workflows, automation agents, and lab environments for issue reproduction.
Domain
Cybersecurity, Cloud Security, SaaS Infrastructure
Required skills
Cloud-native troubleshooting, Root cause analysis, Python scripting, REST API integration, Linux/Unix administration, SQL, Terraform, AI model interaction (Claude/ChatGPT), SaaS architecture understanding, TCP/IP/Networking fundamentals
Preferred skills
Experience with Strata Cloud Manager (SCM), Agentic workflows development, AI-assisted troubleshooting automation
Technologies
Python, JSON, REST APIs, Linux, SQL, Terraform, AWS, Azure, GCP, Strata Cloud Manager, Strata Logging Service
Responsibilities
Lead technical investigations for critical customer escalations; Collaborate with Engineering/SRE to define supportability requirements; Develop AI tools and automation to accelerate troubleshooting; Build cloud-based lab environments to reproduce issues; Create troubleshooting playbooks and enable TAC teams; Analyze logs, telemetry, and system behavior to identify root causes.
Seniority
Senior, hands-on IC
