Staff Customer Reliability Engineer

At the company, we believe cloud security isn't a compromise - it's a promise. From the start, our mission has been clear: to help organizations secure innovation in the cloud, the right way.

We created Falco, the open standard for cloud threat detection, and continue to lead the cloud security market with runtime insights, open innovation, and agentic Al. Creators of technology trusted by over 60% of the Fortune 500, the company gives teams the real-time clarity to move fast and defend what matters most.

Culture matters here. We believe diversity fuels stronger ideas, and open dialogue drives sharper decisions. Recognized as a Best Place to Work and one of Deloitte's fastest-growing companies for the past 5 years, we're here to raise the standard for what cloud security and workplace culture should be.

If you have the passion to dig deeper, the desire to challenge convention, and the curiosity to build something better, the company is the right place for you.

What you will do

• Act as the senior technical owner for the most complex, high-severity, and strategically important customer issues.

• Diagnose difficult problems across cloud infrastructure, Kubernetes, Linux, networking, identity and access management, observability, integrations, and distributed systems.

• Establish and improve standards for troubleshooting, escalation quality, incident readiness, case ownership, and technical documentation.

• Build automation, diagnostics, runbooks, and other operational mechanisms that reduce repeat escalations and improve time to resolution.

• Coach and mentor CREs through complex case reviews, incident retrospectives, technical training, and day-to-day technical guidance.

• Develop reusable technical content and enablement that increases the independence and effectiveness of the broader CRE and Support organizations.

• Work closely with Escalation Management and account teams on high-touch customers and customer-impacting reliability risks.

• Participate in the CRE on-call rotation and provide technical leadership during critical incidents.

• Communicate clearly with engineers, executives, customer technical teams, and other stakeholders, adapting the level of detail to the audience.

What you will bring with you

• 7+ years experience in technical support, customer reliability engineering, site reliability engineering, solutions architecture, or a related production engineering discipline.

• Expert-level experience with Kubernetes and Linux in production environments.

• Hands-on experience troubleshooting and operating workloads across one or more major public cloud platforms, such as AWS, Azure, or GCP.

• Proficiency in at least one scripting or programming language, such as Python, Bash, or Go, with a track record of using automation to improve operational outcomes.

• Demonstrated experience leading complex incidents, technical escalations, problem management, or post-incident improvement efforts.

• A track record of converting individual customer problems into scalable improvements, such as product changes, automation, standards, or enablement.

• Strong written and verbal communication skills, including the ability to explain complex technical issues clearly to both technical and non-technical audiences.

• Experience working with enterprise customers in complex, hybrid-cloud, multi-cloud, regulated, or highly integrated environments.

• Ability to balance urgent customer needs with durable technical solutions and long-term reliability goals.

What we look for

• Work with a technically strong team focused on delivering measurable value to customers.

• Help shape how a growing cloud security company operates at enterprise scale.

• Collaborate with globally distributed teams across Customer Reliability, Support, Product, Engineering, and SRE.

• Contribute to open source technologies that are widely used by cloud-native teams.

• Work in an environment that values diverse perspectives, open dialogue, and continuous learning.

When you join the company, you can expect

• Extra days off to prioritize your well-being

• 401(k) Retirement Savings Plan with a 3% company match

• Maternity and Parental Leave

• Mental health support for you and your family through the Modern Health app

• Full health benefits package for you and your family

The U.S. annual salary range for this full-time position is between 125,000 and 156,200 USD/year. Actual offers may be higher or lower than this range based on a variety of factors, including your work location, job-related experience and education.

We would love for you to join us! Please reach out even if your experience doesn't perfectly match the job description. We can always explore other options after starting the conversation. Your background and passion will set you apart, especially if your career path is different.

The company values a diverse workplace and encourages women, people of color, LGBTQIA+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. The company is an equal-opportunity employer. The company does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity, or any other legally protected status.

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