Senior Customer Reliability Engineer

Summary

Join Teleport, a market leader in Identity-Native Infrastructure Access Management, as a Customer Reliability Engineer. You will provide technical assistance to customers using our software solutions, both on-prem and in the cloud. This remote-first role involves troubleshooting technical issues, developing training programs, and collaborating with the product team. You will work directly with customers, providing guidance and support through various channels. The position requires strong Linux server administration, software troubleshooting, and programming skills. Teleport offers a competitive salary, equity compensation, and a comprehensive benefits package.

Requirements

• Basic programming skills in Python or Golang
• Strong understanding of modern deployment stack, including Ansible and Kubernetes
• Hands on experience with one of the major public cloud providers; AWS, GCP, Azure
• Strong Linux server administration skills
• Exceptional server-side software troubleshooting, testing, and debugging skills

Responsibilities

• Provide remote Technical Support to Teleport customers and partners
• Take ownership of customer issues and see problems through to resolution
• Independently diagnose and resolve problems in the Teleport product, as well as in the customer environment (e.g., Docker, Kubernetes, AWS, Azure, GCP)
• Author knowledge-base articles for customers and internal consumption, detailing the symptoms, cause, workaround and solutions of common and/or known issues
• Work with Teleport Devops team to recreate customer issues in the lab
• Develop and enhance tools for analyzing logs, stats and performance data collected within Teleport
• Contribute to the effective and efficient handling of all levels of technical support cases from basic user questions to issues requiring more in-depth technical and problem-solving skills
• Design, define and document support processes, training and knowledge-base articles for customer and internal consumption
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Able to efficiently and effectively communicate with Customer and our internal Devops team in order to re-architecture complex customer environments
• Participate in on-call

Benefits

• 401(k) Retirement Plan with matching employer contributions
• Paid Time Off: 4 weeks
• Sick Leave: 10 days
• Paid leave: 12 weeks
• Paid Holidays: 11 days
• Medical, dental, vision, Long Term disability, and life insurance - PPO, HMO, FSA, EPO plans provided
• Flexible expense benefit: $4.8k annual expense benefit for work related expenses