Staff Customer Reliability Engineer
Sysdig, Flexible - USA +1
What you will do
- Act as the senior technical owner for the most complex, high-severity, and strategically important customer issues.
- Diagnose difficult problems across cloud infrastructure, Kubernetes, Linux, networking, identity and access management, observability, integrations, and distributed systems.
- Establish and improve standards for troubleshooting, escalation quality, incident readiness, case ownership, and technical documentation.
- Build automation, diagnostics, runbooks, and other operational mechanisms that reduce repeat escalations and improve time to resolution.
- Coach and mentor CREs through complex case reviews, incident retrospectives, technical training, and day-to-day technical guidance.
- Develop reusable technical content and enablement that increases the independence and effectiveness of the broader CRE and Support organizations.
- Work closely with Escalation Management and account teams on high-touch customers and customer-impacting reliability risks.
- Participate in the CRE on-call rotation and provide technical leadership during critical incidents.