Handles end-to-end technical customer support for a Customer Data Platform, investigating data issues with SQL, monitoring systems, documenting findings, and coordinating incident resolution.
About this role
The Senior Customer Reliability Engineer works between customers, Engineering, and Product in the Customer Reliability function, supporting a cloud-based data platform, its pipelines, workflows, and integrations. The role owns complex technical inquiries end to end and handles escalations for customer-facing and internal teams.
Work includes investigating cases with SQL, including Presto/Trino, logs, APIs, and internal tools; using Splunk and Datadog to monitor system behavior; detecting patterns; conducting root-cause analysis; and joining incident response. The role also maintains knowledge-base articles and runbooks, mentors CREs, and contributes to AI-driven support workflows and prompt engineering.
Required qualifications are hands-on troubleshooting of cloud-based data infrastructure using SQL, APIs, and data pipelines; experience researching and analyzing with AI; and experience with scripting languages such as Python, Ruby, or Shell. Candidates need strong written and verbal communication for technical and non-technical audiences, a demonstrated record of mentoring junior team members, and 2–5 years of relevant experience.
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