Staff Customer Reliability Engineer

Sysdig develops cloud security technologies, including Falco for cloud threat detection. The Staff Customer Reliability Engineer owns complex customer issues, leads incident response, improves support operations through automation and standards, and mentors customer reliability engineers.

Responsibilities:

• 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
• Communicate clearly with engineers, executives, customer technical teams, and other stakeholders, adapting the level of detail to the audience

Requirements:

• 7+ years experience in technical support, customer reliability engineering, site reliability engineering, solutions architecture, or a related production engineering discipline
• Expert-level experience with Kubernetes and Linux in production environments
• Hands-on experience troubleshooting and operating workloads across one or more major public cloud platforms, such as AWS, Azure, or GCP
• Proficiency in at least one scripting or programming language, such as Python, Bash, or Go, with a track record of using automation to improve operational outcomes
• Demonstrated experience leading complex incidents, technical escalations, problem management, or post-incident improvement efforts
• A track record of converting individual customer problems into scalable improvements, such as product changes, automation, standards, or enablement
• Strong written and verbal communication skills, including the ability to explain complex technical issues clearly to both technical and non-technical audiences
• Experience working with enterprise customers in complex, hybrid-cloud, multi-cloud, regulated, or highly integrated environments
• Ability to balance urgent customer needs with durable technical solutions and long-term reliability goals