Principal Customer Reliability Engineer

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $160k - $190k / year

⏰ Full Time

🔴 Lead

⛑ DevOps & Site Reliability Engineer (SRE)

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Accela

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2000

🏛️ Government

☁️ SaaS

🏢 Enterprise

Government • SaaS • Enterprise

Accela is a leader in providing cloud-based solutions designed to modernize government services. Their unified suite of innovative applications focuses on building more connected communities through enhanced efficiency and secure data management. Accela empowers local and state governments by streamlining processes such as building permits, licensing, cannabis regulation, and environmental health. With a focus on civic solutions, Accela aims to improve public sector operations by eliminating data silos and facilitating better interactions with residents. By leveraging their SaaS platform, governments can enhance service delivery, increase transparency, and reduce operational costs, leading to significant time and cost savings.

📋 Description

• Serve as the customer-facing technical representative for Accela's SaaS Operations organization, partnering with Engineering, SRE, Database Engineering, Product, Professional Services, and Support teams to ensure customer success. • Lead technical engagements related to SaaS implementations, migrations, and ongoing production operations, ensuring reliable and predictable outcomes for customers. • Partner with Professional Services and Support teams to identify technical requirements, define migration strategies, and facilitate successful transitions into steady-state operations. • Develop and improve operational processes, tooling, monitoring, metrics, and alerting capabilities that support customer onboarding, migrations, and ongoing platform reliability. • Act as a senior escalation point for complex customer issues, leveraging observability tools, application performance monitoring, log analysis, distributed tracing, and metrics to diagnose and resolve production concerns. • Lead cross-functional response efforts for critical customer-impacting incidents and implementation challenges, coordinating stakeholders to drive timely resolution. • Partner with customers to establish reliability expectations, communicate service-level commitments, and provide guidance regarding operational risk and change management practices. • Collaborate with Sales, Professional Services, and Support teams to communicate Accela's service management processes, cloud operations practices, and compliance posture, including SOC 2, HIPAA, FedRAMP, StateRAMP, and PCI-DSS requirements. • Provide customer-driven insights and feedback to Product, Engineering, and SRE teams to improve platform reliability, usability, and operational effectiveness. • Support pre-sales and customer expansion activities by providing technical expertise related to reliability, architecture, cloud operations, and compliance. • Provide technical leadership, mentorship, and best-practice guidance to Customer Reliability Engineers, Site Reliability Engineers, and other technical teams.

🎯 Requirements

• 8+ years of experience in Production Engineering, Site Reliability Engineering, Cloud Operations, Technical Support Engineering, or related SaaS environments, including customer-facing or escalation leadership responsibilities. • Strong customer focus and demonstrated ability to communicate effectively with both technical and business stakeholders. • Hands-on experience operating and supporting SaaS platforms on Microsoft Azure. • Experience with Kubernetes and modern containerized environments. • Strong experience using observability and monitoring tools, including APM platforms, distributed tracing, logging, and metrics solutions. • Deep troubleshooting and Root Cause Analysis expertise across application, infrastructure, networking, operating system, and database layers. • Working knowledge of Infrastructure-as-Code concepts and tools, particularly Terraform. • Experience developing automation and operational tooling using Python, PowerShell, Bash, or similar scripting languages. • Demonstrated ability to lead Incident, Problem, and Change Management processes during high-severity customer escalations. • Excellent written and verbal communication skills, including experience presenting technical information to customer leadership and executive stakeholders. • Experience using Git and GitHub-based workflows.

🏖️ Benefits

• flexible time off • comprehensive medical, dental, and vision plans • family planning benefits • 401(k) retirement savings plan with company match • health savings account with company contributions • flexible spending account • life, accident, and disability coverage • business travel insurance • employee assistance programs • other well-being benefits