Customer Reliability Engineer, Pager

• The ideal candidate combines deep technical expertise with strong problem-solving skills and a passion for delivering an exceptional customer experience
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field, or equivalent hands-on experience
• 5+ years of experience in technical support, customer reliability, or engineering roles with at least 2 years handling Tier III escalations
• Strong troubleshooting skills across operating systems, networks, APIs, databases, and cloud-based platforms
• Demonstrated experience with logging, monitoring, and diagnostic tools - we use New Relic
• Familiarity with scripting or automation languages (Python, Bash, PowerShell, etc.)
• Excellent communication skills with the ability to explain complex technical issues to both technical and non-technical audiences

Desirable

• We are seeking a highly skilled and customer-focused Customer Reliability Engineer (Tier III Technical Support) to join our team
• This role is critical in ensuring the stability, reliability, and performance of our solutions while serving as the highest level of technical escalation for our customers
• You will work closely with engineering, product, and customer success teams to resolve complex issues, drive root cause analysis, and contribute to long-term improvements in our systems and processes
• Serve as the Tier III technical escalation point for complex customer issues that cannot be resolved by Tier I or Tier II teams
• Troubleshoot, diagnose, and resolve advanced technical problems across multiple platforms, systems, and integrations
• Collaborate with engineering and product teams to reproduce issues, identify root causes, and implement permanent fixes
• Proactively monitor system performance, reliability, and availability, escalating incidents as needed
• Partner with Customer Success and Account Management to ensure customers receive timely updates and resolution paths
• Document technical solutions, best practices, and troubleshooting guides for internal teams and customer self-service resources
• Analyze incident trends and recommend product or process improvements to reduce recurring issues
• Participate in on-call rotation to provide after-hours support for critical customer issues
• Success Measures:
• High customer satisfaction scores for escalated support cases
• Reduction in recurring incidents through proactive monitoring and root cause analysis
• Effective collaboration with engineering resulting in timely resolution of product-related issues
• Increased Tier I and II technical proficiency through mentorship and documentation