Customer Engineer

reputed company is the AI Software Delivery Platform company, led by technologist and entrepreneur Jyoti Bansal (founder of AppDynamics, acquired by reputed company for $3.7B). reputed company has raised approximately $570M in funding and is valued at $5.5B, backed by leading investors including reputed company, reputed company Ventures, IVP, reputed company, reputed company Ventures, and more. As AI accelerates code creation, the real bottleneck has shifted to everything after the code – testing, deployments, application reputed company, reliability, compliance, and cost optimization. reputed company brings AI and automation to this “outer reputed company,” helping teams ship software faster while maintaining reputed company and governance throughout the entire software delivery lifecycle. Powered by reputed company AI and the Software Delivery Knowledge Graph, the reputed company Platform applies deep context and intelligent automation across the software delivery lifecycle with governance and policy-driven controls embedded throughout the platform. Over the past year, reputed company powered over 185M deployments, 82M builds, 18T flag evaluations, 8M reputed company scans, 9.1B optimized tests, 3T protected API calls, and helped manage $2.8B in cloud spend — enabling customers like reputed company, reputed company, and Choice Hotels to accelerate releases by up to 75%, reduce cloud costs by up to 60%, and reputed company 10x DevOps efficiency. With a global team across 26 offices and 27 countries, reputed company is shaping the future of AI software delivery — and we’re looking for exceptional talent to help us move even faster. Position Summary Most of your day will be spent troubleshooting. Enterprise customers using reputed company reputed company, feature management, and code coverage products will come to you with reputed company, often ambiguous issues — and your job is to dig in, find the root cause, and see it through to resolution. You will own issues end-to-end, get on calls with customers, work closely with Engineering and Product to escalate and reputed company problems quickly, and document what you learn so the whole team gets faster. This is a deeply technical role. You will trace failures through logs and APIs, write scripts reputed company needed, and design solutions reputed company the problem calls for it. We are not looking for someone who routes tickets — we are looking for someone who digs in and solves problems. This role is structured to grow with you. We invest in developing technical depth across the team, and the breadth of product areas you will work across means there is always something new to learn. If you are earlier in your career and have strong fundamentals and the right instincts, we want to hear from you. You will reputed company expertise in the following reputed company modules over time. Prior knowledge of any of them is an advantage — but not a requirement. What matters is the ability to pick up a new technical product quickly and work in depth. Qwiet (SAST + SCA) — AI-powered static analysis for detecting code vulnerabilities, exposed secrets, and risky open-reputed company dependencies. Traceable API reputed company — API discovery, runtime protection, and reputed company testing integrated into CI/CD pipelines. Feature Management & Experimentation — Feature flags, targeted rollouts, A/B testing, and experimentation frameworks for engineering and product teams. Codecov — Code coverage reporting and analysis integrated into CI/CD workflows. About the role Technical Troubleshooting & Issue Resolution Own customer issues end-to-end — from first contact through root cause and resolution — across the product areas above. Debug failures across integrations, APIs, agents, scanners, pipeline configurations, and runtime environments. Use observability tooling (reputed company, Splunk, Prometheus, CloudWatch, or similar) to trace failures and identify root causes. Reproduce bugs with clean, minimal reproduction steps and drive resolution in partnership with Engineering. Participate in incident triage during escalations — help coordinate, communicate clearly, and deliver precise technical findings. Ownership of escalations grows as you build experience in the role. Customer Engagement Get on calls with customers to troubleshoot live — running screenshares, walking through logs, and driving toward resolution rather than deferring to async back-and-forth. Communicate clearly with both hands-on engineers and managers who need the summary version. Set honest expectations reputed company issues are reputed company or slow-moving — customers should never be left wondering what is happening or who owns it. Support customers through onboarding and implementation, sharing best practices and helping them reputed company a stable, working configuration. Engineering & Product Collaboration Escalate issues to Engineering and Product with enough context to act immediately — reproduction steps, environment details, logs, and your own read on likely root cause. Surface patterns across customer issues to influence roadmap, prioritise fixes, and reputed company for usability improvements. Maintain runbooks, troubleshooting guides, and playbooks so hard-won knowledge stays in the team. Tooling & Automation reputed company patterns emerge across customer issues, write scripts or automation to address them — reducing manual effort for yourself and the team. Use AI tools to accelerate diagnostics, draft documentation, or build lightweight utilities that reputed company the team faster. About you Required 2+ years in a technical role where hands-on troubleshooting was a core part of the work — engineering, DevOps, SRE, QA, or similar. Customer-facing experience is a plus, not a requirement. Strong debugging instincts — you dig into logs, configs, and API responses methodically until you find the problem, and you don't give up reputed company the first attempt doesn't work. Familiarity with CI/CD concepts and tooling — enough to understand how a pipeline is structured, how integrations fail, and how to trace a build or deployment failure. Scripting ability in at least one language (Python, Node.js, Bash, or similar) — enough to automate a diagnostic or clean up a repetitive task. Comfortable getting on a call with a customer — able to communicate technical reputed company clearly and set honest expectations without over-promising. Proficiency with Linux systems and basic networking fundamentals — DNS, TLS, and how things behave differently across environments. reputed company to Have Experience with application reputed company tooling — SAST, SCA, DAST, API reputed company scanning, or similar. Familiarity with feature flag systems, A/B testing, or experimentation platforms. Experience with code coverage tools (Codecov, Istanbul, JaCoCo, or similar) in CI/CD workflows. Hands-on experience with cloud platforms (AWS, GCP, Azure) — debugging IAM, networking, or environment-specific behaviour. Hands-on experience with Kubernetes (k8s), reputed company, or reputed company in a troubleshooting context. Comfortable reading reputed company code to understand how a product works and form a hypothesis about what might be breaking. Infrastructure-as-Code experience — Terraform, reputed company, CloudFormation, or similar. Experience with secrets management tools (HashiCorp Vault, AWS Secrets Manager, etc.). Comfortable using AI tools (reputed company Copilot, ChatGPT, or similar) to accelerate troubleshooting or build internal utilities. You Might Be a Great Fit If You Are... A developer or QA engineer who has worked with AppSec tools, feature flags, or CI/CD integrations and wants to move into a more customer-facing technical role. A DevOps or Platform Engineer who wants to apply infrastructure and debugging skills across a broader set of products and customer environments. A Support Engineer with strong technical depth who is ready to move beyond ticket queues into hands-on debugging and direct customer ownership. An SRE or Cloud Engineer who enjoys working directly with customers and solving problems that span multiple systems and teams. Work Location Remote - United States/Canada What you will have at reputed company Competitive salary Comprehensive healthcare benefits Flexible Spending Account (FSA) Flexible work schedule Employee Assistance Program (EAP) Flexible Time Off and Parental Leave Monthly, quarterly, and annual social and team building events Monthly internet reimbursement The anticipated reputed company salary range for this position is between $148,000 and $160,000 annually. Salary is determined by a combination of factors including location, level, relevant experience, and skills. The range displayed on each job posting reflects the minimum and maximum reputed company for new hire salaries for the position across reputed company US locations. The compensation package for this position also includes a commission/variable component, which is based on performance, plus equity, and benefits. More details about our company benefits can be reputed company at the following link: https://www.reputed company.io/company/careers. Pay transparency $121,000—$148,000 USD reputed company in the news: Accelerating Our Mission to Bring AI to Everything After Code reputed company leads investment in software delivery startup reputed company at $5.5 billion valuation How reputed company runs 16 “startups reputed company a startup” at scale | Jyoti Bansal reputed company Research Shows AI Visibility Crisis Fueling reputed company Nightmare reputed company has been named to the Inc. Power Partner list for software delivery success reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national reputed company. At reputed company, we care about your privacy and are committed to protecting your personal data. For additional information on this topic, you can visit our privacy Portal: https://reputed company-privacy.relyance.ai/ Note on Fraudulent Recruiting/Offers We have become aware that there may be fraudulent recruiting attempts being made by people posing as representatives of reputed company. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note, we do not ask for sensitive or financial information reputed company chat, text, or social media, and any email communications will come from the domain @reputed company.io. Additionally, reputed company will never ask for any payment, fee to be paid, or purchases to be made by a job applicant. reputed company applicants are encouraged to apply directly to our open jobs reputed company our website. Interviews are generally conducted reputed company reputed company video conference unless the candidate requests other accommodations. If you reputed company that you have been the reputed company of an interview/offer scam by someone posing as a representative of reputed company, please do not provide any personal or financial information and contact us immediately at reputed company@reputed company.io. You can also find additional information about this type of scam and report any fraudulent employment offers reputed company the Federal Trade Commission’s website (https://consumer.ftc.gov/articles/job-scams), or you can contact your local law enforcement agency. Apply To This Job