Customer Reliability Engineer

Endor Labs•Palo Alto, CA

About The Position

Customer Reliability Engineer (CRE) is the highest-level technical support function within Customer Solutions. It operates as an escalation function, peers with Account Management, and works closely with Post-Sales Field Engineering. CRE bridges customers and Engineering by owning complex product behavior in the field, allowing other post-sales teams to focus on strategic platform use rather than firefighting. This is a customer engineering role, not just a support role. CRE diagnoses problems, writes code when the fix belongs in the product, and builds tools when needed. The team works urgently, fixes root causes, and takes ownership of engagements from start to finish, while proactively communicating status and next steps. The role leads technical escalations and incident response, investigates unexpected product behavior using diagnostic tools, system logs, and the Endor Labs codebase, and coordinates with Engineering and R&D to resolve critical customer issues. It also builds tools, automations, applications, and product features; drives reliability and prevention work; shares field insights across teams; and helps define escalation and incident-response KPIs and SLAs, including 24x5 coverage for larger enterprise customers.

Requirements

At least 5 years of experience in a customer-facing Tier 3, Escalation Support, Customer Support Engineering, SRE, or software engineering role within a SaaS or Developer Tools environment.
Proficiency in Go, Python, or JavaScript/TypeScript, or a demonstrated ability to learn new programming languages quickly.
Experience writing production-quality code, tests, and pull requests.
A track record of designing and shipping tools, services, or applications, such as internal automation, dashboards, CLIs, or full applications.
Ability to troubleshoot complex, unfamiliar codebases, analyze system logs, and debug API and infrastructure interactions.
Incident management experience, including remaining calm and communicating clearly during high-severity, high-visibility events.
Structured problem-solving skills, including synthesizing information from multiple sources and prioritizing under pressure.
Outstanding written and verbal communication skills, including the ability to explain complex technical concepts to developers and executive leaders.
A proactive ownership mindset and willingness to drive issues to resolution with incomplete information.
Passion for Application Security (AppSec), open-source software, and developer workflows.

Nice To Haves

Hands-on experience with source control systems such as GitHub, GitLab, or Bitbucket and with CI/CD pipelines.
Deep familiarity with cloud-native technologies, including Docker, Kubernetes, and major cloud providers such as AWS, GCP, or Azure.
Experience troubleshooting full-stack or API-backed applications and building tools on top of observability and ticketing systems.
Experience writing runbooks, postmortems, or tooling that reduces repeat incidents.
Active use of AI-assisted development tools such as Cursor, Claude, or GitHub Copilot to accelerate diagnosis, fixes, and tool-building.

Responsibilities

Own technical escalations end-to-end, coordinating across Customer Solutions and Engineering from first report through resolution.
Lead response to global and customer-specific incidents, assess customer impact, and communicate proactively with technical users and executives.
Investigate unexpected product behavior using diagnostic tools, system logs, and the Endor Labs codebase; identify root causes and provide Engineering a clear path to a fix.
Write code and open pull requests when appropriate to resolve customer issues.
Design and build internal tools, scripts, automations, product features, and lightweight applications to speed diagnosis, automate repetitive escalation work, and improve visibility into customer health.
Turn incident patterns into durable fixes, runbooks, tests, and guardrails that improve product reliability and supportability at scale.
Share field insights with account teams, Engineering, and Product, and improve technical support quality through mentorship and enablement.
File, track, prioritize, and expedite critical customer bugs and complex technical issues with Engineering and R&D; make code contributions easy to review.
Balance account-team-triggered escalations with proactive work that prevents recurring issues.
Contribute to KPIs and SLAs for escalation and incident response, including 24x5 coverage for larger enterprise customers.