DOP-023 Senior Customer Reliability Engineer
Toronto or New York
The practice of law is evolving; our client is bringing legal technology up to speed. This is an opportunity to join one of the fastest-growing companies in the legal technology sector. They are looking to hire a dedicated talent in Customer Reliability Engineering to help scale their rapidly-growing business. Our client aims to produce repeatable solutions that change our customers' day-to-day lives for the better. As a result, the Engineering team is key to their success as an organization. Customer Reliability Engineers extend engineering accountability on customer satisfaction, ensure core products and services deliver high efficiency and efficacy to customers, and reflect customer ROI into day-to-day engineering practices.
This position provides a great opportunity to make an impact at an early-stage startup. You will have a diverse array of responsibilities, and you will receive on-the-job training and mentorship from senior team members who have worked at New York law firms and other technology startups and who have taught at elite American universities. This position reports directly to the platform architect.
This is an exciting time for our client. You will have the opportunity to influence and deliver on a bold vision to solve the last-mile challenges for business success, and there will be many opportunities for growth along the way.
Responsibilities
- Customer Success, Sale Engineering and Product Engineering teams to evolve core products and services' reliability, serviceability and operability.
- As the backbone of the 3 tiered customer support pipeline, respond to technical support escalations for troubleshooting and diagnosing advanced technical issues, and provide solutions to restore Hyperscience services levels in accordance to defined SLAs.
- Act as an incident response commander for high-severity issues by organizing and driving the cross-functional incident response team to recover from service degradation and deliver remediation in a fast-paced environment.
- Lead postmortem analyses to maintain high transparency across the organization regarding the process of incident handling and drive continuous improvement.
- Build and maintain a site reliability engineering toolbox in order to provide automated utilities to proactively help operations and technical support teams to sustain a high level of customer satisfaction.
Qualifications
About You
- 2+ years of experience related to site reliability engineering
- 5+ years of hands-on coding experience with one or more general-purpose programming languages: C# and Python, Javascript/Typescript, etc.
- Strong hands-on troubleshooting and analytical skills
- Strong experience with a SRE/CRE tech stack including tooling and automation strategy and implementation to improve incident response effectiveness across Product Engineering, Sales Engineering and Customer Success
- Experience in operations, including automation, monitoring, alerting, and incident management
- Experience with cloud infrastructure, ideally AWS or Azure
- Experience with both SaaS products and Cloud delivery
- Excellent verbal and written interpersonal and teamwork communication skills
- Bachelor’s degree in software engineering, computer science, computer engineering, or related technical field OR equivalent practical experience
Nice to haves
- Experience with agile development methodologies
- Experience with major NoSQL databases