Senior Customer Reliability Engineer, Astronomer

• 5 years of experience, preferably with large, complex SaaS infrastructures operating at scale
• Commercial experience using or managing Kubernetes clusters
• Experience managing a Production distributed system with at least one major cloud provider (one or all: AWS, GCP, Azure)
• Strong Network Experience with one of the major Clouds
• Strong Linux experience
• Knowledge of how to operate and monitor issues for distributed systems
• Experience with Observability tools
• Previous experience in handling customers issues (internal and external)
• Strong Communication Skills
• DevOps or CI/CD experience
• Python scripting
• Good troubleshooting Skills

Desirable

• The Astronomer Customer Reliability Engineering (CRE) team is responsible for the success of our customers' usage of our managed Airflow service
• The CRE are responsible for operating, monitoring, and maintaining the platform to ensure availability, predictability, and reliable operations
• As an infrastructure specialist within the team, you will focus on the reliability of the underlying cloud infrastructure and Kubernetes clusters. This entails responding to incidents either raised by a customer, or from our monitoring system and then taking further steps to ensure problems are permanently resolved or monitored.
• This role is directly customer-facing and gives exposure to very diverse problems and requirements. The CRE get the opportunity to interface with customers from a variety of industries across different cloud providers, and all with different expectations.
• As owners of the observability platform, CRE has unlimited potential to improve the reliability of the product and deliver the best possible outcome for our customers
• Your contributions will directly impact customers' success with using the Astronomer products, and you will be able to help make meaningful improvements to the customer experience
• This position includes a requirement to work from 12PM to 6PM PST, Monday to Friday. Your remaining work time is flexible
• Provide solutions to customers to make them successful using our products
• Troubleshoot Customer environments and engage in active triaging with customers
• Provide feedback to the product development teams on customer needs and pain points
• Build out our monitoring and alerting systems
• Build and maintain automation to ensure daily operational tasks are handled as efficiently as possible
• Help direct the architecture of the products and contribute where possible
• Own the customer experience, working directly with customers to prioritize and solve issues, meet SLAs, and provide “white glove” guidance on the path to production
• Participate remotely within a fully distributed team
• Enhance and Enrich customer documentation
• Work on a modern, sophisticated, cloud-native product that customers use to connect to dozens of other systems
• Help maintain 24x7 coverage through a specified 6-hour pager period during your work day
• Participate in paid on-call rotation for weekend coverage