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Customer Reliability Engineer

Customer Reliability Engineer

Dubbed the "Anti-Silicon Valley Startup" by Forbes magazine, and recently ranked #3 in “The Best Enterprise Cloud Computing Startups To Work For” list, Apprenda empowers software developers and IT departments to succeed in a new class of software-defined enterprises, disrupting industries and winning with software. Our technology is used by some of the biggest organizations on the planet to revolutionize the way they develop, deploy and run their applications.

We do this by bringing together more than 10 years of experience working with Global 2000 companies and increasingly influential open source projects such as Docker and Kubernetes. This is the future of computing and we at Apprenda are making it possible! We embrace our fast-paced startup culture and encourage or sometimes require team members to wear multiple hats to meet our business goals.

We’re looking for great engineers with a desire to tackle complex problems in the world of distributed systems, containers and cloud-native architectures, and to join us in our journey to define how software applications are developed, deployed and managed at scale.

Job Description:

The Apprenda Managed Services team is responsible for the end-to-end customer experience across the Apprenda Cloud Platform and Cloud Native Container Services. As a member of this team you will be the first line of interaction for a variety of customers: helping them to architect complex cloud solutions and utilize Apprenda's services as well as those of our partners.

As a Customer Reliability Engineer (CRE), you will be responsible for the successful delivery of a managed offering consisting of the design, build-out, fine-tuning and operation of a platform and ecosystem to sustain it. This means creating a close relationship with our customers, proactively identifying their use-cases and monitoring for potential flaws, providing support for incidents, as well as working with the Client CTO team to prioritize and build automation around any recurrent issue experienced.

Given the fast-paced ecosystem and community around Cloud Computing, CRE’s will use a variety of configuration tooling, target infrastructure and monitoring products to name a few. The ideal candidate is someone interested in continuous learning, and will be empowered to tinker and prototype as a part of their daily routine.

Candidates excelling in this position will be accelerated towards a career path as a Technical Account Manager within a 12-24 month timeframe.

Responsibilities:

  • · Provide support of the Infrastructure and Tooling responsible for operating a managed Platform.
  • · Interface with regional Technical Account Managers to provide support for the Managed Platform
  • · Operate a Shared Pager Duty across a team of CRE's for SEV-1 Escalations.
  • · Monitor Support HelpDesk & Slack Channels for incoming requests from clients.
  • · Build and Maintain KB of known issues across customer implementations.
  • · Automate build out (infrastructure, tooling and platform), monitoring (load testing, performance, log aggregation, etc.) and configuration that could be use cross-client accounts.
  • · Liaise with the CCTO Team to define and build standards based on market trends including best practices, operating manuals, hardening guides, threat prevention/detection and recovery of services.

Preferred Qualifications:

  • · Basic Development Experience (with a focus on scripting against REST API's)
  • · Automation Experience (Powershell, Scheduled Tasks, Cron Jobs)
  • · Infrastructure Automation Experience (Ansible, Chef, Terraform)
  • · Experience with Cloud Providers such as AWS, Azure, GCP, Softlayer, or other Distributed Infrastructure Platforms
  • · Creative problem-solving, debugging and troubleshooting skills.
  • · Ability to operate in a fast-pace environment.
  • · Ability to work with a distributed team.

Compensation:

Commensurate with experience. Base plus performance bonus plus equity plus benefits.

If this seems like a good fit for you, come join us and improve your talents while building breakthrough products that solve real customer problems and have a huge impact. We are hungry to change the world. Are you?

Apprenda has raised more than $57M in venture capital from Safeguard Scientifics, Ignition Partners, New Enterprise Associates (NEA) and Primary Venture Partners.

This is a confidential search. All applicants will remain confidential to our team. Please send your resume to dean@apprenda.com

 

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