Customer Reliability Engineer

Replicated is a Commercial Software Distribution Platform. Replicated helps software vendors distribute their applications into self-hosted environments like VPC, on-prem, air gap, and more. With a suite of tools ranging from installation, to testing, to licensing and support, Replicated is the best way to operationalize and scale the distribution of Kubernetes applications into any enterprise environment.

Our customers include KNIME, Puppet, Smartbear, BigID, Swimlane, and many other fast-growing enterprise software vendors.

Replicated is committed to cultivating an efficient, respectful workplace. We know that innovation thrives on teams where diverse points of view come together to solve hard problems in ways that are just now possible. As such, we explicitly seek people that bring diverse life experiences, diverse educational backgrounds, diverse cultures, and diverse work experiences.

We are fully remote and plan to stay that way! We're open to any state in the US. In addition, for some roles, we're open to candidates in Canada, the UK, Australia, and New Zealand.

Replicated is expanding its global Customer Reliability Engineering (CRE) team, a group of dedicated engineers focused on helping our vendors successfully deliver and support Kubernetes applications in customer-managed environments. As a CRE, you'll be on the front lines, working directly with customers to solve complex technical challenges related to application deployment, management, and troubleshooting. You'll gain deep expertise in Kubernetes, the Replicated product suite, and the intricacies of customer-managed deployments, including scenarios where cluster installation is required. Due to the team's success and growing responsibilities, we're expanding to meet the increasing demand and serve as a critical interface between our products and their real-world use by customers. This role prioritizes exceptional support and customer success, collaborating closely with senior CREs and product engineers.

This role is perfect for you if you are passionate about problem-solving, enjoy helping people, and thrive on diving deep into technical challenges. You'll leverage your operational knowledge to build best practices and contribute to tooling that empowers both our internal teams and our vendors. This is an excellent opportunity to build a strong foundation in Kubernetes, Linux, and the broader cloud-native ecosystem, while learning from experienced engineers on a successful, growing team.

What you'll be doing:

• Primary Focus: Provide expert support to customers, resolving issues related to Kubernetes, Linux, and Replicated products. This includes troubleshooting failures, identifying root causes, and implementing solutions. Every day will present new and unique challenges.

• Enable Customer Success: Work proactively with customers to ensure they are successfully deploying, managing, and scaling their applications using Replicated. This includes providing guidance, best practices, training, and assisting with onboarding new applications.

• Collaborate with Engineering: Proactively work closely with senior CREs and product engineers to share customer feedback, identify product improvements, and contribute to the overall Replicated product roadmap. While this role doesn't require implementing code changes on day one, you'll be a key contributor in identifying areas for improvement, and the team regularly makes code contributions to enhance our products and tools. As you grow within the team, you'll have opportunities to develop your coding skills and contribute directly to these improvements.

• Continuous Learning: Invest in your personal and professional growth. Replicated is committed to supporting your development through courses, certifications, and other learning opportunities.

To be successful in this role, you will need to bring:

• 2+ years experience with Linux system administration

• 2+ years experience with Kubernetes and Helm

• Exceptional technical and non-technical communication and interpersonal skills. You must be able to clearly explain complex technical concepts to both technical and non-technical audiences.

• Strong problem-solving skills and the ability to think critically under pressure.

• A customer-centric mindset and a genuine desire to help others succeed.

Nice to haves:

• Experience with CNCF tools

• Familiarity with Go and the ability to debug Go programs

• Customer facing experience

Note: This role does include some on-call support coverage. While we do our best to optimize for timezones and working hours, our global team is expanding to ensure we are available for our customers when they need us.