Customer Reliability Engineer

About this role

The Astronomer Customer Reliability Engineering (CRE) team is responsible for the success of our customers' usage of our managed Airflow service.

The CREs 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. 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.

This role is directly customer-facing and gives exposure to very diverse problems and requirements. CRE get the opportunity to interface with customers from a variety of industries across different cloud providers, and all with different expectations. 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.

What you get to do:

• Provide solutions to customers to make them successful using our products.
• Troubleshoot customer environments and engage in active triaging with customers
• Participate in on-call rotation for weekend coverage
• 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 with the latest technology and multi-cloud implementations

What you bring to the role:

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

Bonus points if you have:

• Experience as a Site Reliability Engineer
• Worked with Kubernetes Custom Resources
• Depth of knowledge with Azure
• Airflow/Big Data Orchestration experience
• IaC experience