Senior Customer Reliability Engineer

This role will remain posted through March 31, 2025. Ideal candidate will be San Jose, CA based.

Note: This job posting may close earlier if the position is filled or if a sufficient number of applications are received.

Isovalent, now part of Cisco, is the company founded by the creators of Cilium and eBPF. Cisco Isovalent builds open-source software and enterprise solutions solving networking, security, and observability needs for modern cloud native infrastructure. The flagship technology, Cilium, is the choice of numerous, industry-leading, global organizations.

The Customer Success team is composed of the Customer Reliability practice and the Solutions Architect practice. The goal of this community is to make Cisco Isovalent customers successful in their adoption journey of Cilium. This community drives deep customer engagement from initial architecture inception, through enablement and finally, into lowering operational anxiety as our customers head into production.

As a Customer Reliability Engineer (CRE), you are the tip of the spear in interacting with our customers. Our CRE team adapts the standard processes of Site Reliability Engineering (SRE) and applies them to our customers. In this role, you will gain a deep understanding of our customers, their architecture into their various configurations. The main mission of this role is to ensure that our customers can continue running Cilium Enterprise, reliably, at scale. You will work with various stakeholders, internally and externally to provide premier support and issue resolution to various incidents and enhance our organization's view into the health of our various customers. This role takes a proactive approach vs a reactive approach to customer reliability and you will use existing data to help us and our customers be aware of upcoming reliability risks.

• Reduce our customers' production operational anxiety to near zero
• Collaborate with our solutions architects and engineering team to provide resolution to customer incidents
• Develop knowledge base articles that would help our customers accelerate time to resolution of previously identified issues
• Collaborate with our documentation team to promote any existing knowledge base articles to our official documentation site
• Conduct production readiness reviews with customer success team members and customers as they prepare to go into production
• Leverage data to assess any reliability impact on our customer base and provide critical communication to customers around Cilium Enterprise to maintain a high level of production reliability
• Create new customer reproduction environments and when vital enhance existing or create new automation modules
• Lead retrospective activities for high-severity customer incidents
• Participate in an on-call rotation including weekends as needed

• 6+ years of experience with advanced Kubernetes (Cluster, Scale, etc.)
• Advanced Networking Skills, layers 2-7.
• Proven experience working directly with Enterprise Customers.

• Experience resolving issues with Kubernetes and cloud-native technologies at a large production scale.
• Extensive knowledge of Customer Reliability Engineering (CRE) practices, including Production Readiness Reviews (PRRs), Customer Test Environments (CuTEs), tooling, monitoring, knowledge base creation, and retrospectives.
• Extensive experience with at least one major cloud provider (AWS, Azure, or GCP).
• Strong familiarity with standard methodologies in operating system security and their application in cloud-native technologies.
• Commitment to collaboration through the creation of valuable content for customers and internal team members.
• Emphasis on using automation technologies for efficiency in handling repetitive tasks.

We're global, we're adaptable, we're diverse, and our security portfolio is as extensive as it is groundbreaking. Have you heard of Threat, Detection & Response, Zero Trust by Duo, Common Services Engineering, or Cloud & Network Security? Those are only a few of our product teams! The only thing we're missing is YOU.

Join an enterprise security leader with a start-up culture, committed to driving innovation and giving you the opportunity to make an impact. We #InnovateToWin and we know we're better together, that's why we're dedicated to inclusivity, collaboration, and diversity in everything we do.

We're proud to be the Best Small and Mid-Size Enterprises Security Solution Cisco Secure continues to grow and evolve year after year with 100% of Fortune 100 Companies using our products, and we're excited to see the new heights we'll reach with your passion for security, your customer focus, and your desire to change things up!

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Distributed team spanning nine time zones, we embrace the richness that our diverse locations bring.

At our company, we prioritize the well-being, motivation, focus, and creativity of our employees. With these objectives in mind, we have developed comprehensive wellness programs, tailored to their needs. We have cultivated a work environment that fosters a genuine love for what we do, and we believe you will feel the same