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Customer Reliability Engineer

Endor Labs· Customer Solutions
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Palo Alto, CAPosted 1w ago

About the role

Customer Reliability Engineering (CRE) is the highest-level technical support function within Customer Solutions, acting as an escalation function closely aligned with Post-Sales Field Engineering. CRE bridges customers and Engineering by owning complex product behavior in the field, writing fixes in code when needed, and building tools to speed up diagnosis and improve customer health.

Responsibilities

  • 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.

Qualifications

  • 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. Proficient in Go, Python, or JavaScript/TypeScript (or proven ability to pick up new languages quickly), with production-quality code, tests, and PRs.
  • A track record of building. Experience designing and shipping tools, services, or applications (internal automation, dashboards, CLIs, or full applications).
  • Proven troubleshooting skills. Ability to dive into complex, unfamiliar codebases, analyze system logs, and debug API and infrastructure interactions.
  • Incident management experience, including calm, clear communication during high-severity events.
  • Structured problem-solving approach with ability to synthesize inputs and prioritize under pressure.
  • Outstanding written and verbal communication, translating complex technical concepts for developers and executives.
  • Ownership mindset with proactive, resourceful approach to resolving issues with incomplete information.
  • A passion for Application Security (AppSec), open-source software, and developer workflows.

Skills

Required:Escalation managementIncident responseRoot cause analysisSoftware engineering
Nice to have:Tooling and automation
Last updated Oct 15, 2026. Interested? Apply on the company site.

About Endor Labs

AI-Native Application Security Platform

Endor Labs is an application security platform built for AI-generated and human-written code, helping teams prioritize and fix real risk across the SDLC.

application securityAI-generated codesoftware supply chainsecurity analysissoftware development
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