Customer Reliability Engineer

Summary

Join Urbint as the founding Senior Technical Support Engineer / Customer Reliability Engineer (CRE) and play a pivotal role in bridging the last mile of reliability for our customers. This is a career-defining opportunity to tackle critical technical challenges, drive cross-functional resolution workflows, and shape how Urbint delivers reliable software at scale. You will develop deep product knowledge, master cloud infrastructure fundamentals, and be a key voice in operational decision-making. Working across various teams, you'll lead investigations and resolutions of complex support issues, own technical communications with customers, and create and maintain internal tooling. You will also mentor L1 support and onboarding engineers, partner with other teams to identify and address pain points, and prepare support functions for new feature rollouts. This role requires strong technical skills, excellent communication, and the ability to work autonomously.

Requirements

• 3–6 years in technical support, DevOps, or site support roles at a SaaS or cloud-native company
• Proficiency in one or more scripting or automation languages (Python, Bash, Go, etc.)
• Hands-on experience using cloud provider consoles (AWS, GCP, Azure) and APIs to deploy and debug cloud infrastructure
• Familiarity with container orchestration (e.g., Kubernetes), observability tools (e.g., Datadog), and CI/CD pipelines
• Strong understanding of support ticket workflows, incident communication, and escalation best practices
• Calm under pressure with excellent verbal and written communication —you can explain technical issues to both engineers and customers
• Demonstrated ability to work autonomously in ambiguous situations and proactively identify improvements

Responsibilities

• Lead investigation and resolution of complex, escalated support issues across product and platform layers
• Own technical communications with customers for high-priority issues; represent Urbint Engineering with clarity and empathy during support escalations
• Spin up and debug cloud environments using AWS/GCP/Azure resources to reproduce customer scenarios
• Create and maintain internal tooling (scripts, dashboards, queries) that help support and product teams operate more effectively
• Contribute to knowledge sharing , including postmortems, runbooks, Jira workflows, and support enablement sessions
• Mentor L1 support and onboarding engineers , elevating our operational maturity through guidance and training
• Partner with Product and CloudOps to identify recurring pain points, advocate for reliability enhancements, and shape long-term roadmap decisions
• Prepare support functions for new feature rollouts—write SOPs, train teams, and simulate edge case impact

Preferred Qualifications

• Experience leading postmortems or reliability reviews
• Contributions to open-source projects or DevOps communities
• Exposure to infrastructure-as-code tools like Terraform
• Prior experience in a CRE, SRE, or TEE-equivalent role

Benefits

• Competitive compensation package
• Generous Paid Time off, Paid Company Holidays including Mental Health Days
• Premium Medical Insurance including eligible dependants
• Life Insurance, Short Term Disability Insurance, Long Term Disability Insurance