Customer Reliability Engineer
Endor Labs5 hours ago
Responsibilities
- Own complex technical escalations from initial report through resolution while coordinating across Customer Solutions and Engineering.
- Lead global and customer-specific incident response, communicate impact and status, and coordinate with technical users and executives.
- Diagnose product behavior using diagnostic tools, system logs, APIs, infrastructure interactions, and the Endor Labs codebase.
- Build internal tools, scripts, automations, product features, dashboards, CLIs, and lightweight applications to improve diagnosis and escalation workflows.
- Drive reliability and prevention work through durable fixes, runbooks, tests, guardrails, and post-incident improvements.
- Coordinate, prioritize, and expedite critical customer bugs and complex technical issues with Engineering and R&D.
- Share field insights, mentor post-sales teams, and help define escalation and incident-response KPIs and SLAs.
- Support 24x5 coverage for larger enterprise customers.
Requirements
- At least 5 years of experience in customer-facing Tier 3, escalation support, customer support engineering, SRE, or software engineering within a SaaS or developer tools environment.
- Proficiency in Go, Python, or JavaScript/TypeScript, with experience writing production-quality code, tests, and pull requests.
- A demonstrated history of designing and shipping tools, services, automations, dashboards, CLIs, or applications.
- Strong troubleshooting skills across complex codebases, system logs, APIs, and infrastructure interactions.
- Experience managing high-severity incidents and communicating clearly under pressure.
- Strong written and verbal communication skills, including the ability to explain technical concepts to developers and executives.
- Experience with GitHub, GitLab, or Bitbucket and CI/CD pipelines is preferred.
- Familiarity with Docker, Kubernetes, AWS, GCP, or Azure is preferred.
- Experience with full-stack or API-backed applications, observability systems, ticketing systems, runbooks, postmortems, or repeat-incident reduction tooling is preferred.
- Passion for application security, open-source software, and developer workflows is preferred.
- Experience using Cursor, Claude, or GitHub Copilot for diagnosis, fixes, and tool building is preferred.
Benefits
- The role includes 24x5 coverage for larger enterprise customers.
- Endor Labs is an equal opportunity employer committed to diversity and inclusive hiring.
Categories
Solutions Engineering
About Endor Labs
Endor Labs builds an application security platform that maps code and dependencies to prioritize and remediate risks across the SDLC for AppSec and engineering teams. It supports SCA, SAST, container scanning, and software supply chain controls, including code produced by humans or AI. Founded in 2021 and headquartered in Palo Alto, it is privately held and sells to enterprises through multi-stakeholder security and engineering buyers.