Staff Customer Reliability Engineer
About The Position
Sysdig is hiring a Staff Customer Reliability Engineer to serve as the senior technical owner for complex, high-severity, and strategically important customer issues. The role diagnoses problems across cloud infrastructure, Kubernetes, Linux, networking, identity and access management, observability, integrations, and distributed systems. It also improves operational standards, builds automation and reusable technical content, and develops the skills of the broader Customer Reliability Engineering and Support organizations. The position works closely with Escalation Management and account teams on high-touch customers and reliability risks, participates in the CRE on-call rotation, and provides technical leadership during critical incidents. The engineer communicates with technical and executive audiences and collaborates with globally distributed teams across Customer Reliability, Support, Product, Engineering, and SRE.
Requirements
- At least 7 years of experience in technical support, customer reliability engineering, site reliability engineering, solutions architecture, or a related production engineering discipline.
- Expert-level experience with Kubernetes and Linux in production environments.
- Hands-on experience troubleshooting and operating workloads on one or more major public cloud platforms, such as AWS, Azure, or GCP.
- Proficiency in at least one scripting or programming language, such as Python, Bash, or Go, and a track record of using automation to improve operational outcomes.
- Demonstrated experience leading complex incidents, technical escalations, problem management, or post-incident improvement efforts.
- Strong written and verbal communication skills, including the ability to explain complex technical issues to technical and non-technical audiences.
- Experience working with enterprise customers in complex, hybrid-cloud, multi-cloud, regulated, or highly integrated environments.
- Ability to balance urgent customer needs with durable technical solutions and long-term reliability goals.
Responsibilities
- Act as the senior technical owner for complex, high-severity, and strategically important customer issues.
- Diagnose problems across cloud infrastructure, Kubernetes, Linux, networking, identity and access management, observability, integrations, and distributed systems.
- Establish and improve standards for troubleshooting, escalation quality, incident readiness, case ownership, and technical documentation.
- Build automation, diagnostics, runbooks, and other operational mechanisms to reduce repeat escalations and improve time to resolution.
- Coach and mentor Customer Reliability Engineers through complex case reviews, incident retrospectives, technical training, and day-to-day guidance.
- Develop reusable technical content and enablement to increase the independence and effectiveness of the CRE and Support organizations.
- Work with Escalation Management and account teams on high-touch customers and customer-impacting reliability risks.
- Participate in the CRE on-call rotation and provide technical leadership during critical incidents.
- Communicate clearly with engineers, executives, customer technical teams, and other stakeholders, adapting detail to the audience.
- Convert individual customer problems into scalable improvements such as product changes, automation, standards, or enablement.
Benefits
- Extra days off to prioritize well-being.
- 401(k) Retirement Savings Plan with a 3% company match.
- Maternity and parental leave.
- Mental health support for employees and their families through the Modern Health app.
- Full health benefits package for employees and their families.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
