Senior Customer Experience Engineer (Remote - eastern time zone)

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Requirements:

• 3+ years of experience as a developer or in devops engineer/SRE roles.
• Significant experience working with Linux.
• Scripting knowledge in Bash/Shell/JSON/YAML.
• Strong knowledge of a cloud-native platform.
• Ability to troubleshoot networking issues between different components.
• Excellent customer-facing skills with interest in working onsite and remotely.
• Hands-on experience with Kubernetes and its ecosystem.
• Familiarity with monitoring tools (e.g., APM) and/or Log Analyzers (e.g., Splunk).
• Knowledge of CRM systems (Zendesk, Jira, Confluence).
• Experience with CI/CD tooling.
• FEDRAMP experience is a plus.
• U.S. Citizenship required.

Responsibilities:

• Deliver happiness to users by handling and resolving Tier 1-3 product support issues with minimal developer involvement.
• Run incident management for major customer issues, ensuring timely resolution within SLA.
• Assist with onboarding, third-party integrations, license management, and feature requests.
• Collaborate with Product and Engineering teams to enhance user experience.
• Team up with account managers to onboard and support customers.
• Provide technical guidance and best practices as a subject matter expert.
• Help write and maintain internal and external knowledge bases.
• Advocate for customer needs and issues across functions.
• Support FEDRAMP activities as needed.