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Customer Reliability Engineer
iManage
Chicago, USA
Full-time
Mid-Senior
Hybrid
$103,000–$159,000 per year
Discovered 1 weeks ago
Technical incident escalationP1/P2 incident responseRoot cause analysis and postmortemsDistributed cloud servicesSQLPython
Free
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Technical incident escalationP1/P2 incident responseRoot cause analysis and postmortems
Role Overview
Customer Reliability Engineers improve the reliability and consumption of the iManage Cloud platform across services and interfaces.
The role acts as a customer advocate and uses data-driven analysis to guide reliability improvements across products and services.
Key Skills for This Role
Technical incident escalationP1/P2 incident responseRoot cause analysis and postmortemsDistributed cloud servicesSQLPython
Full Job Posting
Working Policy
- The role follows a flexible working policy with in-office presence on Tuesdays and Thursdays.
- The position combines in-office collaboration with flexibility for focused work.
Role Overview
Customer Reliability Engineers improve the reliability and consumption of the iManage Cloud platform across services and interfaces.
The role acts as a customer advocate and uses data-driven analysis to guide reliability improvements across products and services.
Reliability and Incident Response
- Investigate platform logs, queries, and infrastructure to unblock teams.
- Identify systemic issues using telemetry, anomaly detection, and trend analysis before they affect customers.
- Serve as incident commander for P1/P2 incidents and coordinate engineering response.
- Lead root cause analysis, blameless postmortems, and systemic fixes after incidents.
Observability and Supportability
- Build and tune dashboards, alerts, and synthetic monitoring for real-time service and end-user visibility.
- Serve as the escalation point and subject matter expert for the Platform Support team.
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