Customer Reliability Engineer

Description

AI-assisted coding is the biggest enterprise AI use case today, judging by the success of Claude Code, Cursor's $60B exit to SpaceX, and Cognition's $48B valuation.

The bottleneck has moved from writing code to securing it. Agents produce code faster than teams can review it, over 65% of that output is insecure, vulnerabilities pile up 16x faster than they can be fixed, and attackers exploit them within hours.

The company's platform runs inside the environment where coding agents work, using hooks, skills and MCP, so controls sit outside the model and every agent action stays visible. Its patented code context graph maps code, open source, containers and infrastructure, identifies which vulnerabilities can be reached and exploited, and produces fixes that keep applications working.

Customers include OpenAI, SpaceX, DoorDash, Dropbox, Atlassian, MongoDB, Snowflake, Robinhood and Peloton.

The founder and CEO, Varun Badhwar, previously built Prisma Cloud, growing it from $0 to $300M ARR at Palo Alto Networks. This is his third company.

The company has raised $163M from Lightspeed, Coatue, DFJ Growth, Salesforce Ventures and Dell Technologies Capital.

Customer Reliability Engineering is the highest-level technical support function within Customer Solutions. It works as an escalation point, sits as a peer to Account Management, and aligns closely with Post-Sales Field Engineering. CRE owns complex product behavior in the field so other post-sales teams can focus on strategic platform use.

CRE is a customer engineering role, not only a support role. When the fix belongs in the code, the team writes it, and when a tool it needs does not exist, the team builds it.

The team works with urgency, fixes root causes rather than symptoms, and owns every engagement from start to finish. Customers should never have to ask for a status update, and if they do, the team has fallen short on urgency or on clear next steps.

The team values thinking big, starting small, learning fast, debating with data and celebrating wins.

Responsibilities

• Take technical escalations from first report to resolution, coordinating across Customer Solutions and Engineering.
• Lead the response to global and customer-specific incidents, assess customer impact, and keep technical users and executives informed clearly and proactively.
• Investigate unexpected product behavior using diagnostic tools, system logs and the codebase, and give Engineering a clear path to the fix. If you are comfortable in the code, open the pull request yourself.
• Design and build internal tools, scripts, automations, product features and lightweight applications that speed up diagnosis, remove repetitive escalation work, and improve visibility into customer health for support and account teams.
• Turn incident patterns into lasting fixes, runbooks, tests and guardrails that make the product easier to support at scale.
• Share field insights with account teams, Engineering and Product, and raise the quality of technical support across Customer Solutions through mentoring and enablement.
• File, track, prioritize and push critical customer bugs and complex issues through Engineering and R&D, and make your code changes easy to review.
• Split your time between reactive escalations from account teams and proactive fixes that stop recurrence.
• Help set the KPIs and SLAs for escalation and incident response.

Requirements

• 5+ years in a customer-facing Tier 3, escalation support, customer support engineering, SRE or software engineering role within a SaaS or developer tools environment.
• Strong programming skills in Go, Python or JavaScript/TypeScript, or a proven ability to pick up new languages quickly, with experience writing production-quality code, tests and pull requests.
• A record of designing and shipping tools, services or applications, such as internal automation, dashboards, CLIs or full applications.
• Proven troubleshooting ability: you can work in unfamiliar, complex codebases, analyze system logs, and debug API and infrastructure interactions.
• Incident management experience, staying calm and communicating clearly during high-severity, high-visibility events.
• A structured approach to problem solving: you synthesize inputs from several sources and set priorities under pressure.
• Excellent written and verbal communication, with the ability to explain complex technical concepts to both developers and executives.
• An ownership mindset: you are proactive and resourceful, and you drive issues to resolution with incomplete information without waiting to be chased.
• A strong interest in application security, open-source software and developer workflows.
• Hands-on experience with source control systems (GitHub, GitLab, Bitbucket) and CI/CD pipelines.
• Deep familiarity with cloud-native technologies, including Docker, Kubernetes, and AWS, GCP or Azure.
• Experience troubleshooting full-stack or API-backed applications and building tools on top of observability and ticketing systems.
• Experience writing runbooks, postmortems or tooling that reduces repeat incidents.
• Regular use of AI-assisted development tools (e.g., Cursor, Claude, GitHub Copilot) to speed up diagnosis, fixes and tool building.

Conditions

Coverage is 24x5 for larger enterprise customers.

The company is an equal opportunity employer; candidates who meet only some of the requirements are still encouraged to apply.