Customer Reliability Engineer

About This Opportunity

We are representing a confidential networking technology company in their search for a Customer Reliability Engineer. Our client is a fully distributed organization building next-generation secure connectivity solutions used by teams of all sizes worldwide.

This role is perfect for someone passionate about solving complex technical problems and building trust between customers and engineering teams. You'll take ownership of the most challenging customer escalations, investigating issues where the root cause isn't immediately obvious and working them through to resolution or creating comprehensive handoff packages that enable engineering to act quickly.

Responsibilities

• Own high-severity, post-sales technical escalations from intake through resolution or engineering handoff, including deep-dive investigations and reproduction of difficult-to-isolate bugs
• Conduct customer calls to pull logs and communicate leading theories, maintaining professionalism under pressure
• Build comprehensive engineering handoff packages requiring minimal follow-up: reproducible cases, log evidence with timestamps and node IDs, version matrices, impact scope documentation, ruled-out scenarios, and proposed engineering team assignments
• File and track issues for confirmed bugs while maintaining ticket/issue links to preserve full customer context for engineering teams
• Monitor escalation patterns to identify recurring or systemic issues early, translating insights into product improvements, tooling enhancements, and runbooks that elevate the technical capabilities of the entire Support organization
• Partner effectively with Support, Customer Success Engineering, and Product/Engineering teams while maintaining clear role boundaries

What We're Looking For

• 4+ years in technical support or escalation roles at SaaS or infrastructure companies, with proven ownership of escalated/enterprise-tier accounts
• Genuine problem-solving ability and energy for untangling difficult, ambiguous technical challenges
• Confidence owning live, high-stakes customer calls—staying calm, building trust, and communicating clearly with frustrated or highly technical customers under pressure
• Hands-on networking experience in production or homelab environments: TCP/IP, routing, DNS, firewalls, NAT, VPNs, load balancers
• Deep familiarity with overlay networking concepts including WireGuard, UDP hole punching, STUN, and comparable VPN/networking products
• Code-level debugging capability: ability to read Go source code, reason about goroutines/locks/channels, interpret pprof CPU/heap profiles, and understand network interface semantics
• Comfort with infrastructure concepts: cloud IaaS, CI/CD pipelines, containerized applications, and Kubernetes debugging
• Strong systems administration and troubleshooting skills across Linux, macOS, and Windows
• Proven track record of independently building reproducible test cases and creating clear, evidence-backed bug reports that engineering can act on directly
• Strong technical storytelling ability—can distill highly technical, ambiguous issues into clear narratives for both engineers and non-technical stakeholders
• Investigative mindset with curiosity to analyze root causes and evaluate all solution options
• Proficiency with programming/scripting in Go, Python, and JSON
• Experience with packet-level analysis

How We Work With You

When you apply through Get A Job.ai, our talent team will review your profile and conduct an initial screening. If we determine you're a strong match, we'll submit your candidacy to our client for consideration. Please do not attempt to contact the client directly—all communication and coordination will flow through our recruiting team to ensure the best experience for everyone involved.

Pay

This is a remote position based in the USA. Compensation details will be discussed during the screening process.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices. We encourage applications from candidates of all backgrounds and experiences, even if you don't meet 100% of the listed qualifications.