We’re seeking a Customer Reliability Engineering Lead to guide our CRE team in delivering exceptional results for our Enterprise customers and third-party integration developers. As the CRE Lead, you will provide technical and managerial leadership to our team of skilled engineers, ensuring that customer needs are met efficiently and effectively.
Responsibilities
- Leadership and Team Management:
- Lead, mentor, and grow the CRE team to achieve individual and team goals.
- Foster a collaborative and high-performance team culture.
- Conduct regular performance reviews and provide continuous feedback and development opportunities.
- Technical Direction and Strategy:
- Set technical vision and roadmap for the CRE team in alignment with TableCheck’s goals.
- Define and oversee the implementation of CRE processes, standards, and best practices.
- Collaborate with Engineering, SRE, and Product teams to ensure a unified technical approach.
- Customer Advocacy and Reliability:
- Advocate for customer needs across internal teams to ensure our products meet and exceed customer expectations.
- Oversee the delivery of integrations, features, and fixes for Enterprise customers.
- Ensure customer SLOs are met through proactive monitoring and troubleshooting.
- Process Improvement and Innovation:
- Identify, design, and implement tools and processes that improve reliability, automation, and customer satisfaction.
- Drive innovation in CRE practices to reduce friction points for customers and enhance product reliability.
- Stakeholder Management and Communication:
- Collaborate with customers, internal Support, Consulting, and Implementation teams to understand requirements and resolve issues.
- Provide regular status updates to senior leadership on CRE initiatives and team performance
Requirements
- Extensive experience in software development using Ruby, with a deep understanding of Ruby on Rails.
- Proven experience managing a team in a technical or customer reliability engineering role.
- Experience working with Public APIs and handling mission-critical systems at scale.
- Strong networking knowledge (load balancing, routing, etc.).
- Demonstrated success in building tooling and systems for automation, troubleshooting, and debugging.
- Ability to effectively communicate and advocate for customer needs to engineers and non-technical stakeholders.
Nice to haves
While not specifically required, tell us if you have any of the following.
- Expertise in diagnosing and fixing customer issues swiftly.
- Skilled in triaging, documenting, and delivering solutions for Enterprise customers.
- Innovative mindset to build tools and improve processes.
- Experience working in a Kanban framework with high triage responsibility.
- Ability to provide insight and input on issues beyond current expertise.
