Senior Customer Experience Engineer – Cloud Application Development and Customer Obsession

Are you a customer-obsessed problem-solver with a passion for cloud computing and a drive to deliver exceptional customer experiences? Do you thrive in a fast-paced environment where innovation and collaboration are key? If so, we invite you to join the Azure Customer Experience (CXP) team at blithequark as aSenior Customer Experience Engineer. Every minute of every day, customers stake their entire business and reputation on the blithequark Cloud. Our team believes that when we meet our high standards for quality and reliability, our customers win.If we falter, our customers fail their end-customers. Our vision is to turn blithequark Cloud customers into fans. We are looking for aSenior Customer Experience Engineer to and help us achieve this vision. About blithequarkblithequark is a leader in the cloud computing industry, and our Azure Customer Experience (CXP) team is one of the fastest-growing teams within the company. We are a customer-obsessed organization that empowers every person and every organization on the planet to achieve more.Our mission is to innovate to empower others, collaborate to realize our shared goals, and build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. The RoleAs aSenior Customer Experience Engineer, you will play a critical role in ensuring the reliability, availability, and performance of customer applications hosted in blithequark Azure. 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 and customer engagement agreements.This position is critical to the success of our team's charter and embodies our inclusive culture, growth & learning mindsets, and unwavering dedication to diversity. Responsibilities* Collaborate with customers to jointly define and establish SLOs and Service Level Indicators (SLIs) that align with their business goals and expectations. * Instrument code to measure SLOs, develop solutions to detect SLO breaches, and develop automated solutions and troubleshooting guides to remediate or mitigate SLO breaches.* Collaborate 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. * Ensure customer-centric SLOs are consistently exceeded through cross-functional collaboration. * Analyze SLO data for trends, improvements, and reliability risks, proposing remediation plans. * Proactively engage customers on SLO performance, addressing concerns and offering insights.* Lead optimization efforts for system performance, scalability, and efficiency to exceed SLOs. * Develop and maintain documentation related to customer-specific SLOs, SLIs, and monitoring processes. Qualifications* Bachelor's Degree in Engineering, Computer Science, or related field AND 4+ years experience with designing, implementing, debugging, and launching commercial software products or web services. * OR equivalent experience. * Experience designing and implementing monitoring design 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. Additional Requirements* Ability to meet blithequark, customer, and/or government security screening requirements are required for this role. These requirements include, but are not limited to, the following specialized security screenings:+ bolthires Cloud Background Check:This position will be required to pass the bolthires Cloud background check upon hire/transfer and every two years thereafter.Preferred Qualifications* Bachelor's Degree in Engineering, Computer Science, or related field AND 8+ years software industry experience related to technology. * OR Master's Degree in Engineering, or related field AND 6+ years software industry experience related to technology. * OR equivalent experience. * 2+ years 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, AzureMonitor, AI, ML. Skills and Competencies* 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: Have the ability to empathize with customers and convey confidence. * Able to explain highly technical issues to varied audiences.* Able to prioritize and advocate customer's needs to the proper channels. * Take ownership and work towards a resolution. Career Growth Opportunities and Learning BenefitsAt blithequark, we believe in empowering our employees to grow and learn. As aSenior Customer Experience Engineer, you will have opportunities to:* Work on complex technical problems and develop innovative solutions. * Collaborate with cross-functional teams to drive business outcomes. * Develop and maintain documentation related to customer-specific SLOs, SLIs, and monitoring processes.* Participate in training and development programs to enhance your skills and knowledge. * Take ownership of your career growth and development. Work Environment and Company Cultureblithequark is a fast-paced and dynamic work environment that values innovation, collaboration, and customer obsession. Our team is passionate about delivering exceptional customer experiences and is committed to creating a culture of inclusion where everyone can thrive at work and beyond. We offer a range of benefits and perks, including:* Competitive salary and bonus structure.* Comprehensive health and wellness benefits. * Flexible work arrangements and remote work options. * Professional development and training programs. * Access to cutting-edge technology and tools. * Collaborative and dynamic work environment. Compensation and BenefitsThe typical base pay range for this role across the U.S. is USD $117,200 - $229,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $153,600 - $250,200 per year.Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:If you are a customer-obsessed problem-solver with a passion for cloud computing and a drive to deliver exceptional customer experiences, we invite you to apply for this exciting opportunity. Please through the link below: Equal Opportunity Employerblithequark 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.We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 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.