Customer Experience Engineer I/II

Role overview

This role sits on a customer engineering team handling complex, often ambiguous technical issues for enterprise customers, from broken pipelines and deployment failures to misconfigured infrastructure. It blends hands-on coding, customer communication, and the ability to translate recurring patterns into shared tools and playbooks. The position is remote within the United States and Canada, with a disclosed pay range of $100,000 to $135,000 USD, and suits both early-career engineers and experienced DevOps, SRE, or platform engineers.

Responsibilities

- Own customer cases end to end, including triage, root-cause analysis, and resolution across Kubernetes, ECS, Docker, and at least one major cloud platform. - Participate in occasional customer build engagements, initially shadowing and co-building alongside senior engineers. - Contribute small product fixes and customer-facing tooling with Product and Engineering, turning repeated support patterns into reusable diagnostics or dashboards. - Lead or actively participate in customer calls and screen shares, communicating findings to engineers and managers alike. - Build internal scripts and diagnostic tools that accelerate the team's casework, including exposure to AI/LLM-powered tooling. - Turn recurring patterns into runbooks, playbooks, and reusable templates for broader team use.

Requirements

- At least 2 years in a customer-facing engineering, DevOps, SRE, or platform role, or equivalent depth from internships, personal projects, or open-source work. - Hands-on experience with Kubernetes, ECS, and Docker, plus at least one major cloud provider such as AWS, GCP, or Azure. - Solid grasp of CI/CD concepts and Linux and networking fundamentals. - Scripting ability in Python, Node.js, Bash, or similar, with enough coding experience to read source and make small guided changes. - Clear written and verbal communication, comfortable driving customer calls and writing up findings. - Fast learner who is comfortable getting hands-on in unfamiliar systems.

Nice to have

- Exposure to observability tooling, Infrastructure-as-Code, AI agents, Model Context Protocol, and secrets management.

Benefits and work setup

- Remote within the United States or Canada. - Disclosed compensation range of $100,000 to $135,000 USD. - Benefits include comprehensive healthcare, FSA, EAP, flexible time off, parental leave, a flexible work schedule, monthly internet reimbursement, and recurring social and team-building events.