We offer a flexible working policy that supports a healthy balance between personal and professional well-being. This role requires in-office presence on Tuesdays & Thursdays to collaborate, connect, and learn from peers - while also maintaining the flexibility for meaningful work-life balance.
Being a Customer Reliability Engineer at iManage means... You're a data driven problem solver with experience in triaging issues at scale. You are an expert at explaining complex technical problems to a variety of audiences. You are a passionate customer advocate and work proactively to anticipate and address or raise visibility to problems in a data driven way.
You will be obsessed with uptime. When production breaks, you lead the charge. If it hasn't broken yet, you're already building the monitors, queries, and automation that make sure it doesn't.
The Customer Reliability team is expert in consumption and reliability of the iManage Cloud platform across services and interfaces (first party & partner). They guide the way we anticipate, communicate, and react to reliability issues while driving iterative improvements across products & services both internally and externally. When there are multi-faceted reliability problems which don't fit existing constructs, they engage as a customer advocate to guide data-driven decision making and holistic improvements across the platform based on lessons learned.
iM Responsible For... - Developing and maintaining a deep technical knowledge of iManage platform services, with the ability to personally deep dive into logs, queries, and infrastructure to unblock different teams.
- Collaborating with customer-facing, product, and infrastructure teams on the development and deployment of scalable, reliable software.
- Drive a shift from reactive to proactive. Identify what is breaking before it breaks. Use telemetry, anomaly detection, and trend analysis to surface systemic issues then partner with technical stakeholders to eliminate them at the source.
- Serving as incident commander on P1/P2 incidents: leading communication, coordinating engineering stakeholders to get services back up and running again.
- Continuously refining the observability stack - building and tuning dashboards, alerts, and synthetic monitoring that give real-time visibility into system and end-user experience health.
- Serving as the escalation point for the Platform Support team, acting as Subject Matter Expert (SME) on the consumption and observability of our services; sharing knowledge to level-up expertise across the team.
- Engaging with Engineering and SRE teams to improve supportability through internal tooling and observability; leveraging large-scale data sets to troubleshoot complex emerging problems.
- Assisting with remediation, tooling, and communication for Customer Advisories; driving critical technical escalations with engineering teams through problem isolation, data gathering, and validation of resolution.
- Personally leading post-incident root cause analysis; owning postmortems end-to-end, running blameless postmortems reviews, and driving systemic fixes that prevent recurrence.
- Advocating for users and stakeholders by exposing friction and reliability concerns within the products.
- Driving automation and self-service that eliminates repeat tickets and matures our knowledge management strategy; implement AI-powered operational improvements to improve quality and speed.
- Engaging with iManage partners proactively to build agreements and shared understanding of reliability, levelling up knowledge of reliability principles across the iManage ecosystem.
iM Qualified Because I Have... - 3-5 years' experience in a technical escalation role in a Support, CRE, Development, or SRE function.
- Proven ability to understand and communicate highly complex issues for non-technical audiences, including executive stakeholders.
- Seasoned incident responder with hands-on experience leading P1/P2 response, running postmortems, and driving systemic fixes that prevent recurrence.
- Experience troubleshooting and supporting distributed cloud services.
- Strong technical proficiency across SQL, Python, Bash/Shell, PowerShell, and REST APIs.
- Solid understanding of Azure Kubernetes Service (AKS) and related Azure services.
- Deep knowledge of observability and support platforms such as Splunk, Grafana, Kibana, and Prometheus.
- Strong technical troubleshooting and problem-solving skills; ability to think through situations outside the norm and develop appropriate solutions.
- Proven track record of driving automation and self-service improvements - a bias toward building, not just operating.
Don't meet every qualification listed above? Studies show that women and people of color are less likely to apply to jobs unless they meet all qualifications. At iManage, we are committed to building a diverse and inclusive environment, and encourage everyone to show up as their full authentic selves. We welcome those that come with a growth mindset and a hunger for learning; so, if you are excited about this role but your past experience doesn't align perfectly with every qualification we encourage you to apply anyways!
iM Getting To... - Join a rapidly evolving, industry-leading SaaS company on an exciting journey of growth and scalability!
- Take on meaningful, high-impact challenges by leveraging cutting-edge technologies and best-in-class protocols to drive innovation.
- Own my career path with our internal development framework. Ask us more about this!
- Expand my skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses & training.
- Be part of a supportive and experienced team within a dynamic, inclusive, and encouraging culture.
- Enjoy flexible work hours that empower me to balance personal time with professional commitments.
- Collaborate in a modern, open-plan workspace featuring a gaming area, free snacks and drinks, and regular social events.
iManage Is Supporting Me By... - Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it.
- Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data.
- Rewarding me with an annual performance-based bonus.
- Offering comprehensive Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%.
- Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.
- Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset.
- Having multiple company wellness days each year to prioritize mental health and well-being.
- Providing access to RethinkCare, a global behavioral health platform that enhances personal well-being, strengthens professional resilience, and empowers parental success through expert-led training and resources.
The overall US annual base salary range for this position is $103,000 - $159,000 per year. Individual compensation for each candidate depends on factors such as qualifications, experience, and candidate location. This range does not include additional forms of compensation, such as bonuses, commission, or benefits. Your recruiter will provide further details about the offer range, incentives, and overall compensation during the hiring process.
iManage is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity via text and exclusively communicates from emails using the [redacted].com domain. If you have any concerns or questions about communications you have received, please send them to [email protected] so our team members can review.
#LI-Hybrid
#LI-LM1
