About Careerforge
Careerforge is a global technology powerhouse that empowers businesses to unlock the full potential of cloud computing. With a relentless focus on innovation, security, and customer success, Careerforge delivers cutting‑edge cloud services that help organizations scale, modernize, and thrive in a digital world. Our mission is simple: to enable every person and organization on the planet to achieve more through reliable, secure, and high‑performance cloud solutions.
As part of our rapid expansion, we are building a world‑class Cloud Reliability & Observability team that will shape the future of customer experience across our global customer base. If you are passionate about solving complex technical challenges, obsessed with customer delight, and eager to work in a fast‑moving, collaborative environment, Careerforge is the place for you.
Why Careerforge?
- Remote‑First Culture – Work from anywhere while staying connected to a vibrant community of engineers, product managers, and customer success leaders.
- Impact at Scale – Your work will directly influence the reliability, performance, and satisfaction of millions of customers worldwide.
- Career Growth – We invest heavily in learning, mentorship, and career development programs that help you advance from a senior engineer to a technical leader.
- Diversity & Inclusion – Careerforge is committed to building an inclusive workplace where every voice is heard and every talent is nurtured.
- Competitive Compensation – We offer a market‑competitive salary, equity, and a comprehensive benefits package that supports your health, well‑being, and financial security.
Role Overview
As a Senior Customer Experience Engineer on our Observability team, you will be the linchpin between Careerforge Cloud customers and our engineering organization. Your primary mission is to design, implement, and maintain Service Level Objectives (SLOs) and Service Level Indicators (SLIs) that guarantee the highest levels of reliability, availability, and performance for our customers’ applications. You will collaborate closely with customers, product, and platform teams to translate business goals into measurable, actionable metrics and to proactively detect, diagnose, and remediate any deviations from agreed‑upon service levels.
Key Responsibilities
- Customer‑Centric SLO Definition – Partner with customers to co‑create SLOs and SLIs that align with their business objectives and risk tolerance.
- Instrumentation & Monitoring – Embed telemetry into customer codebases, develop custom monitoring dashboards, and automate alerting pipelines that surface SLO breaches in real time.
- Root‑Cause Analysis & Remediation – Lead investigations into SLO violations, collaborate with platform teams to identify root causes, and design automated remediation workflows.
- Cross‑Functional Collaboration – Work hand‑in‑hand with Service Engineering, Platform Reliability, and Product Management to ensure that customer‑defined SLOs are harmonized with Careerforge Cloud platform SLOs.
- Data‑Driven Insights – Analyze SLO performance data to uncover trends, predict reliability risks, and recommend proactive improvements.
- Documentation & Knowledge Sharing – Produce clear, concise documentation for SLO definitions, monitoring strategies, and troubleshooting playbooks that empower both customers and internal teams.
- Continuous Improvement – Champion initiatives that enhance system performance, scalability, and cost efficiency, ensuring that Careerforge Cloud consistently exceeds customer expectations.
- Customer Advocacy – Serve as the voice of the customer within Careerforge, advocating for features, enhancements, and service improvements that drive satisfaction.
Essential Qualifications
- Bachelor’s degree in Engineering, Computer Science, or a related technical field.
- 4+ years of experience designing, implementing, debugging, and launching commercial software products or web services.
- 3+ years of hands‑on experience in Site Reliability Engineering (SRE) or Customer Reliability Engineering (CRE) within a cloud environment.
- Deep expertise in creating, managing, and operationalizing SLOs and SLIs for cloud customers.
- Proven track record of working in an external client‑facing role, translating business requirements into technical solutions.
- Strong scripting and programming skills (Python, Go, Bash, or similar) for instrumentation and automation.
- Experience with observability tools such as Prometheus, Grafana, OpenTelemetry, or equivalent.
- Excellent communication skills – able to articulate complex technical concepts to both technical and non‑technical stakeholders.
- Ability to pass Careerforge Cloud Background Check and meet all security screening requirements.
Preferred Qualifications
- Master’s degree in Engineering, Computer Science, or a related field.
- 8+ years of software industry experience with a focus on cloud technologies.
- Experience with multi‑cloud environments, including AWS, GCP, or Azure (any of these can be replaced with Careerforge Cloud).
- Background in building large‑scale monitoring and alerting systems for high‑traffic services.
- Knowledge of SLO best practices, including error budgets, latency budgets, and capacity planning.
- Experience mentoring junior engineers and leading technical initiatives.
Core Skills & Competencies
- Observability & Telemetry – Mastery of metrics, logs, and traces.
- Automation & Scripting – Building repeatable, scalable solutions.
- Problem Solving – Root‑cause analysis and proactive mitigation.
- Customer Focus – Deep empathy for customer pain points and success metrics.
- Collaboration – Working effectively across distributed teams and time zones.
- Adaptability – Thriving in a fast‑paced, evolving environment.
- Leadership – Influencing without authority and driving cross‑functional initiatives.
Career Growth & Learning Opportunities
At Careerforge, we believe that the best way to build a resilient organization is to empower our people. As a Senior Customer Experience Engineer, you will:
- Progress to a Technical Lead or Principal Engineer role, shaping the technical direction of our Cloud Reliability & Observability strategy.
- Take ownership of high‑impact projects that span multiple regions and product lines.
- Participate in Careerforge’s internal “Innovation Labs,” where you can experiment with emerging technologies such as AI‑driven observability, serverless architectures, and edge computing.
- Receive mentorship from senior leaders in reliability, product, and engineering.
- Earn certifications in cloud platforms, observability, and security to enhance your professional portfolio.
Work Environment & Culture
Careerforge fosters a culture of customer obsession, transparency, and continuous learning. Our remote‑first model means you’ll have the flexibility to work from anywhere while staying connected through regular virtual stand‑ups, hackathons, and community events. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Every team member is empowered to bring their authentic self to work and to pursue their career goals.
Compensation & Benefits
While specific salary ranges may vary by location and experience, we offer a competitive base salary that reflects the value you bring to our organization. In addition to a robust benefits package—including health, dental, vision, and life insurance, as well as a generous paid time off policy—Careerforge provides:
- Equity options that align your success with the company’s growth.
- Flexible work hours and a fully remote work environment.
- Professional development stipend for courses, conferences, and certifications.
- Wellness programs, including mental health resources and fitness subsidies.
- Annual team retreats and virtual social events to strengthen community bonds.
How to Apply
If you are ready to make a tangible impact on the reliability and satisfaction of millions of customers, we encourage you to apply today. Even if you don’t meet every single requirement, we value a growth mindset, a passion for learning, and a genuine desire to help customers succeed.
Submit your application through our careers portal: Apply to Senior Customer Experience Engineer.
Join Careerforge and Turn Cloud Customers into Fans
At Careerforge, we believe that the best technology is built for people. If you are excited to work on the cutting edge of cloud reliability, to collaborate with brilliant minds, and to deliver world‑class experiences to our customers, we want to hear from you. Let’s build the future of cloud together.
Apply for this job