Customer Reliability Engineer III

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Customer Reliability Engineer III

  •   7 Vacancy
  • 631 Views

Experience

Fresh

Employee type

Contract

Position

Intern/Student

Offer Salary

$700 - $2,500 /yearly

Job Description

Customer Reliability Engineer (CRE) is a role that focuses on ensuring the reliability, availability, and performance of a company's products or services for its customers.

Responsibilities:

  1. Customer Support:
    • Act as a point of contact for customers, addressing their reliability concerns, issues, and inquiries.
  2. Reliability Monitoring:
    • Implement and manage monitoring systems to track the reliability and performance of customer-facing systems and applications.
  3. Incident Response:
    • Lead and coordinate responses to incidents affecting customer reliability, ensuring timely resolution and effective communication.
  4. Root Cause Analysis:
    • Conduct thorough root cause analysis for incidents, identifying underlying issues and implementing preventive measures.
  5. Customer Communication:
    • Communicate proactively with customers during incidents, providing updates, resolutions, and action plans to improve reliability.
  6. Service Level Objectives (SLOs):
    • Define, measure, and track Service Level Objectives related to customer reliability, working towards meeting or exceeding agreed-upon targets.
  7. Automation:
    • Implement automation tools and processes to improve reliability, reduce manual interventions, and enhance efficiency.
  8. Collaboration with Engineering Teams:
    • Collaborate with product and engineering teams to ensure reliability considerations are integrated into the development lifecycle.
  9. Feedback Loop:
    • Establish a feedback loop with customers to gather insights, understand pain points, and continuously improve the reliability of products or services.
  10. Documentation:
    • Document best practices, incident responses, and reliability improvements for internal knowledge sharing and customer education.

Requirements:

  • Bachelor's or advanced degree in Computer Science, Information Technology, or a related field.
  • Proven experience in a reliability engineering or customer-facing technical support role.
  • Strong understanding of system reliability, availability, and performance metrics.
  • Experience with incident management, root cause analysis, and problem resolution.
  • Excellent communication and interpersonal skills for effective customer interaction.
  • Knowledge of automation tools and scripting languages.
  • Familiarity with cloud platforms, infrastructure, and networking.
  • Analytical mindset and the ability to interpret data to drive reliability improvements.
  • Collaboration skills to work effectively with cross-functional teams.
Skills
CSS
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