5+ years in customer-facing Tier 3, Escalation Support, or software engineering roles within SaaS or Developer Tools.
Proficient in Go, Python, or JavaScript/TypeScript with experience in production-quality code.
Demonstrated ability to design and ship tools, services, or applications.
Strong troubleshooting skills with complex codebases and system logs.
Experience in incident management during high-severity events.
Structured problem-solving skills under pressure.
Excellent written and verbal communication for technical and executive audiences.
Ownership mindset, proactive in driving issues to resolution.
Responsibilities
Own technical escalations from first report to resolution, coordinating across teams.
Lead response to global and customer-specific incidents, ensuring clear communication.
Investigate product behavior using diagnostic tools and provide clear paths for fixes.
Design and build internal tools and automations to enhance support efficiency.
Transform incident patterns into durable fixes and preventive measures.
Share field insights to improve technical support quality across teams.
Coordinate with Engineering to expedite resolution of critical issues and contribute code.
Benefits
Opportunity to work in a high-impact technical role that bridges customers and engineering.
Engage in proactive problem-solving and tool-building, enhancing customer experience.
Collaborate with cross-functional teams, gaining insights from various departments.
Contribute to defining success metrics and improving service delivery standards.
Full Job Description
About the Role
Customer Reliability Engineering (CRE) is the highest-level technical support function within Customer Solutions. It operates as an escalation function, a peer to Account Management and closely aligned with Post-Sales Field Engineering. CRE bridges customers and Engineering by owning complex product behavior in the field, so other post-sales teams can stay focused on strategic platform use rather than firefighting.
✱ CRE is a customer engineering role, not just a support role. We don't stop at diagnosing a problem. When the right fix is in the code, we write it, and when the team needs a tool that doesn't exist, we build it.
We work with urgency (the baton is on fire), we fix root causes rather than just patching today's problem, and we take extreme ownership of every engagement from start to finish. Nobody should ever have to ask CRE for a status update. If they do, we've failed to exceed the urgency or to communicate next steps clearly. How You'll Make an Impact
Own technical escalations end-to-end. Lead complex product issues from first report to resolution, coordinating across Customer Solutions and Engineering.
Run point on incidents. Lead response to global and customer-specific incidents, understand customer impact, and communicate clearly and proactively to technical users and executives alike.
Diagnose, root cause, and fix. Investigate unexpected product behavior using diagnostic tools, system logs, and the Endor Labs codebase, and hand Engineering a clear path to the fix. If you're comfortable in the codebase, you're welcome to open the PR yourself.
✱ Build tools and applications. Design and build internal tools, scripts, automations, product features, and lightweight applications that speed up diagnosis, automate repetitive escalation work, and give support and account teams better visibility into customer health.
Drive reliability and prevention work. Turn incident patterns into durable fixes, runbooks, tests, and guardrails so the product is easier to support at scale.
Partner across the company. Share field insights with account teams, Engineering, and Product, and raise the quality of technical support across Customer Solutions through mentorship and enablement.
Coordinate with Engineering and R&D. File, track, prioritize, and expedite resolution of critical customer bugs and complex technical issues, and make your own code contributions easy for them to review.
Balance reactive and proactive work. Respond to account-team-triggered escalations while investing in fixes that stop tomorrow's version of today's issue from happening.
Help define success. Contribute to the KPIs and SLAs for escalation and incident response, including our 24x5 coverage for larger enterprise customers.
What You'll Bring to the Table
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.
✱ 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.
✱ 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.
Proven troubleshooting skills. You can dive into complex, unfamiliar codebases, analyze system logs, and debug API and infrastructure interactions.
Incident management experience, including staying calm and communicating clearly during high-severity, high-visibility events.
A structured problem-solving approach. You can synthesize inputs from multiple sources and prioritize under pressure.
Outstanding written and verbal communication, with a knack for translating complex technical concepts for both developers and executive leaders.
An ownership mindset. You're proactive, resourceful, and willing to drive issues to resolution with incomplete information, without waiting to be chased.
A passion for Application Security (AppSec), open-source software, and developer workflows.
Nice to Have
Hands-on experience with source control systems (GitHub, GitLab, Bitbucket) and CI/CD pipelines.
Deep familiarity with cloud-native technologies, including Docker, Kubernetes, and major cloud providers (AWS, GCP, Azure).
Experience troubleshooting full-stack or API-backed applications, and building tools on top of observability and ticketing systems.
Experience writing runbooks, postmortems, or tooling that reduces repeat incidents.
Active use of AI-assisted development tools (e.g., Cursor, Claude, GitHub Copilot) to accelerate diagnosis, fixes, and tool-building.
