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Customer Reliability Engineer - Infra (Hyderabad)



Customer Service
Hyderabad, Telangana, India
Posted on Saturday, July 8, 2023

Astronomer designed Astro, a modern data orchestration platform, powered by Apache Airflow™. Astro enables companies to place Apache Airflow at the core of their data operations, providing ease of use, scalability, and enterprise-grade security, to ensure the reliable delivery of mission-critical data pipelines.

We’re a globally-distributed and rapidly growing venture-backed team of learners, innovators and collaborators. Our mission is to build an Enterprise-grade product that makes it easy for data teams at Fortune 500’s and startups alike to adopt Apache Airflow. As a member of our team, you will be at the forefront of the industry as we strive to deliver the world's data.

Your background may be unconventional; as long as you have the essential qualifications, we encourage you to apply. While having "bonus" qualifications makes for a strong candidate, Astronomer values diverse experiences. Many of us at Astronomer haven't followed traditional career paths, and we welcome it if yours hasn't either.

About this role

The Astronomer Customer Reliability Engineering (CRE) team is responsible for the success of our customers' usage of our managed Airflow service.

The CREs are responsible for operating, monitoring, and maintaining the platform to ensure availability, predictability, and reliable operations.

As an infrastructure specialist within the team, you will focus on the reliability of the underlying cloud infrastructure and Kubernetes clusters. This entails responding to incidents either raised by a customer, or from our monitoring system and then taking further steps to ensure problems are permanently resolved or monitored. As owners of the observability platform, CRE has unlimited potential to improve the reliability of the product and deliver the best possible outcome for our customers.

This role is directly customer-facing and gives exposure to very diverse problems and requirements. CRE get the opportunity to interface with customers from a variety of industries across different cloud providers, and all with different expectations. Your contributions will directly impact customers' success with using the Astronomer products, and you will be able to help make meaningful improvements to the customer experience.

What you get to do:

  • Provide solutions to customers to make them successful using our products.

  • Troubleshoot Customer environments and engage in active triaging with customers

  • Participate in on-call rotation for weekend coverage

  • Provide feedback to the product development teams on customer needs and pain points.

  • Build out our monitoring and alerting systems.

  • Build and maintain automation to ensure daily operational tasks are handled as efficiently as possible.

  • Help direct the architecture of the products and contribute where possible.

  • Own the customer experience, working directly with customers to prioritize and solve issues, meet SLAs, and provide “white glove” guidance on the path to production.

  • Participate remotely within a fully distributed team.

  • Enhance and Enrich customer documentation

  • Work with the latest Technology and multi-cloud implementations

What you bring to the role:

  • 4-5 years of experience, preferably with large, complex SaaS infrastructures operating at scale

  • 2 years of experience managing Kubernetes clusters

  • Experience managing a Production distributed system with at least one major cloud provider (AWS, GCP, Azure)

  • Good network experience with one of the major clouds

  • Good Linux experience

  • Knowledge of how to operate and monitor issues for distributed systems

  • Experience with observability tools

  • Previous experience in handling customers issues (internal and external)

  • Good communication skills

  • DevOps or CI/CD experience

  • Python scripting

  • Good troubleshooting skills

Bonus points if you have:

  • Experience as a Site Reliability Engineer

  • Worked with Kubernetes Custom Resources

  • Depth of knowledge with Azure

  • Airflow/Big Data Orchestration experience

  • IaC experience

At Astronomer, we value diversity. We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Astronomer is a remote-first company.