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Customer Reliability Engineer, US



Customer Service
Posted on Saturday, July 22, 2023
StreamNative enables organizations to build the next generation of messaging and event streaming applications. Leveraging Apache Pulsar and Bookkeeper, we optimize for scalability and resiliency while reducing the overhead management and complexity required by incumbent technologies. We do this by offering Pulsar and StreamNative’s ‘products as a service’. StreamNative is building a world-class team passionate about building amazing products and committed to customer success.
About The Role
We’re seeking a client-facing Customer Reliability Engineer with a problem-solving mindset to support and resolve the technical issues experienced by valued customers. Do you love seeing customers' success with a service you have a hand in? How about rolling up your sleeves and diving into a problem, and enabling others to be as skilled as you are? The Customer Reliability Engineer ensures our customers have the most impactful experience using our products. We accomplish this by being hands-on throughout our customers’ journeys. We help our partner teams resolve complex and difficult customer issues. We employ a Site Reliability Engineering mentality in our problem-solving and our solutions.
We are looking for a technically strong individual with a mix of technical support and engineering experience to work with our enterprise customers. You will be a key point of customer contact for resolving complex technical issues. You will also serve as a customer advocate, ensuring our customers are successful with their deployments while continuously providing exemplary service.

What You'll Be Doing

  • Work as an integral member of the technical support team providing incident management and customer problem resolution.
  • Document issues, debug complex problems, and collaborate with Engineering (as required) to provide solutions.
  • Conduct technical troubleshooting sessions with internal team members and customers.
  • Assist in customer installation and integrations.
  • Help with development of internal and customer-facing knowledge and documentation.
  • Play a key role in the formulation of reliability processes and procedures.
  • Triage and document bugs and enhancement requests as seen in the field, and through reproduction.
  • Train and support other team members, business partners, channel partners (as required).
  • Act as a product enhancement feedback loop with product management and engineering.
  • Participate in on-call rotations.

About You

  • Have a deep level of experience with distributed systems and have worked previously with systems like Kafka, Spark, Flink, Cassandra, Pulsar, etc.
  • Adept with AWS and GCP.
  • Have a strong operational and automation focused mindset.
  • Approach problems from an analytical standpoint and develop decisions based on facts and data.
  • You love empowering and mentoring others.
  • You're always looking for the common ground.
  • You have strong written and verbal communication skills.
  • Aptitude for communicating with customers at levels appropriate for this role.
We are proud of the team we’re building. We're committed to equal opportunity employment -- and beyond. We believe diverse experiences and perspectives build a stronger team and a better product. We welcome fresh perspectives and challenge our own assumptions to make StreamNative better. The more inclusive we are as a company, the better we can serve our customers.