Customer Reliability Engineer (North America)

Phaidra • ,

4d • $82,829 - $155,913 • Remote

About The Position

Phaidra is hiring a Customer Reliability Engineer to own technical relationships for deployed customer sites in the United States or Canada. The role manages named accounts in post-implementation support, serving as a first line of triage and monitoring Prism Insights to diagnose facility anomalies and close the loop with customers. The engineer works as an extension of customer operations teams and collaborates with Technical Program Managers, Solutions Engineers, Data Scientists, Account Executives, other Customer Reliability Engineers, and Product to keep sites healthy, improve Prism adoption, and identify patterns and scalable solutions across accounts.

This is a heavily customer-facing position using Phaidra’s platform and tools to support projects after implementation. Responsibilities include analyzing and diagnosing facility issues, communicating findings to customers, tracking account findings weekly, documenting customer needs for Product, and helping identify opportunities to create value. The position may involve travel to customer sites for additional training when warranted.

Phaidra is a fully remote company with no physical office. The position is open to candidates based in the United States or Canada. The role offers a location-dependent base salary, equity eligibility, and benefits that vary by region.

Requirements

• Knowledge of chiller plant fundamentals, configurations, and sequences of operation.
• Understanding of electrical power distribution systems.
• Understanding of applied thermodynamics for cooling systems, refrigeration systems, and hydronics.
• Experience designing, programming, or strong working knowledge of industrial and commercial control systems and protocols such as BACnet and Modbus.
• Deep understanding of data center-specific controls and cooling methodologies.
• Understanding of applications and control strategies for air-side chilled-water and direct-expansion cooling systems.
• Proficiency working with data center operations teams and contributing to solutions for field-operations problems and challenges.
• Passion for problem-solving and using scalable solutions to address recurring problems.
• Ability to translate stated and implied customer needs into coherent documentation for software development teams.
• Good educational background in a relevant discipline, such as Mechanical Engineering, Computer Science, Software Engineering, Control Theory, Applied Mathematics, engineering, or applied sciences.
• Ability to read and write Python scripts in collaboration with the software engineering team to implement Prism features.
• Excellent communication skills, including explaining complex domain concepts to non-domain experts and AI/ML concepts to customers without AI/ML expertise.
• Shares Phaidra’s values of Agency, Velocity, Craft, and Truth.
• Must be based in the United States or Canada and legally authorized to work in the specified location; Phaidra does not provide employment sponsorship.

Nice To Haves

• Experience using Scrum and Agile methodologies.
• Experience rapidly prototyping technologies and converting them into commercially viable products.
• Experience building, owning, and operating engineered and programmed systems.
• Experience working with services within cloud platforms.
• Experience applying AI, ML, and LLMs in controls applications.
• Experience with statistics and analytics.
• Experience with domain-relevant optimization problems and solutions.

Responsibilities

• Work with Solutions Engineers, Technical Program Managers, Data Scientists, and Account Executives as a technical expert supporting customers after implementation.
• Maintain strong customer communication in a heavily customer-facing role.
• Use Phaidra products and knowledge of customer needs to support systems, help customers get value from the technology, and drive adoption.
• Monitor Prism Insights and analyze, triage, and diagnose facility issues.
• Communicate detected issues and anomalies to customers while operating as an extension of their facility operations teams.
• Review customer usage of Prism and support adoption.
• Manage assigned accounts and track and document findings each week.
• Understand technology capabilities and limitations, identify value-creation opportunities, and support solutions using Phaidra’s platform and tools.
• Work with the Product team to identify and define product requirements based on customer specifications and needs.
• Collaborate with other Customer Reliability Engineers and Product to improve automated tools and support scaling across customers.
• Travel to customer sites for additional training when warranted.

Benefits

• Competitive compensation and meaningful equity.
• Medical, dental, and vision insurance; exact benefits vary by region.
• Unlimited paid time off, with a required minimum of 20 days per year.
• Paid parental leave; exact benefits vary by region.
• Flexible stipends to support workspace, well-being, and continued professional development.
• Functional, customer immersion, and development training.
• Professional development.
• Company MacBook.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed