Customer Reliability Engineer

Join Endor Labs as a Customer Reliability Engineer (CRE), the highest-level technical support function within Customer Solutions. In this role, you will own technical escalations end-to-end, lead responses to global and customer-specific incidents, diagnose and fix complex product issues, build internal tools and applications, drive reliability and prevention work, and partner across the company. You will have the opportunity to work remotely, enjoy competitive benefits, and be part of a vibrant and diverse team.

• Own technical escalations end-to-end, leading complex product issues from first report to resolution.
• Diagnose, root cause, and fix unexpected product behavior using diagnostic tools, system logs, and the Endor Labs codebase.
• Design and build internal tools, scripts, automations, product features, and lightweight applications that speed up diagnosis.

• A structured problem-solving approach. You can synthesize inputs from multiple sources and prioritize under pressure
• Experience troubleshooting full-stack or API-backed applications, and building tools on top of observability and ticketing systems
• Active use of AI-assisted development tools (e.g., Cursor, Claude, GitHub Copilot) to accelerate diagnosis, fixes, and tool-building
• An ownership mindset. You're proactive, resourceful, and willing to drive issues to resolution with incomplete information, without waiting to be chased
• Deep familiarity with cloud-native technologies, including Docker, Kubernetes, and major cloud providers (AWS, GCP, Azure)
• 5+ years of experience in a customer-facing Tier 3, Escalation Support, Customer Support Engineering, SRE, or software engineering role within a SaaS or Developer Tools environment
• Outstanding written and verbal communication, with a knack for translating complex technical concepts for both developers and executive leaders
• Experience writing runbooks, postmortems, or tooling that reduces repeat incidents
• Proven troubleshooting skills. You can dive into complex, unfamiliar codebases, analyze system logs, and debug API and infrastructure interactions
• A passion for Application Security (AppSec), open-source software, and developer workflows
• Hands-on experience with source control systems (GitHub, GitLab, Bitbucket) and CI/CD pipelines
• Incident management experience, including staying calm and communicating clearly during high-severity, high-visibility events
• A track record of building. You can point to tools, services, or applications you've designed and shipped, whether internal automation, dashboards, CLIs, or full applications
• Strong software engineering skills. You're a proficient programmer in Go, Python, or JavaScript/TypeScript (or a proven record of picking up new languages quickly), with real experience writing production-quality code, tests, and pull requests