RemoteLeaf Logo
Log in Sign up

Principal Customer Reliability Engineer

3 weeks, 6 days ago
United States
Full-time
Lead
Customer Success
DevOps and Infrastructure
Azure Bash Git GitHub HIPAA Kubernetes Linux PowerShell Python Terraform
Apply Now
Accela

Accela

Accela is the leading provider of productivity and civic engagement software solutions for local, state, and federal government agencies. Their platform offers cloud-based solutions for permitting, licensing, code enforcement, and service request manag...

Internet Software & Services
251-1K
Founded 1999
$234M raised
View All Jobs 10

Description

  • Serve as the customer-facing technical representative for Accela's SaaS Operations organization and coordinate across engineering, SRE, support, product, and professional services teams.
  • Lead technical engagements for SaaS implementations, migrations, and ongoing production operations to ensure predictable customer outcomes.
  • Partner with professional services and support teams to define technical requirements, migration strategies, and transitions to steady-state operations.
  • Develop and improve operational processes, tooling, monitoring, metrics, and alerting for onboarding, migrations, and platform reliability.
  • Act as a senior escalation point for complex customer issues using observability, APM, logs, tracing, and metrics to diagnose and resolve production problems.
  • Lead cross-functional response efforts for critical customer-impacting incidents and implementation challenges.
  • Work with customers to set reliability expectations, communicate service-level commitments, and advise on operational risk and change management.
  • Share customer feedback with product, engineering, and SRE teams to improve platform reliability, usability, and operational effectiveness.
  • Support pre-sales and customer expansion activities with technical input on reliability, architecture, cloud operations, and compliance.
  • Provide technical leadership, mentorship, and best-practice guidance to customer reliability engineers, SREs, 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 the ability to communicate effectively with technical and business stakeholders.
  • Hands-on experience operating and supporting SaaS platforms on Microsoft Azure.
  • Experience with Kubernetes and modern containerized environments.
  • Strong experience with 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 presenting technical information to customer leadership and executive stakeholders.
  • Experience using Git and GitHub-based workflows.
  • Experience leading SaaS migrations, cloud transformations, or large-scale customer onboarding initiatives is preferred.
  • Experience supporting SaaS platforms under SOC 2, HIPAA, FedRAMP, StateRAMP, or PCI-DSS compliance frameworks is preferred.
  • Prior software development or systems engineering experience is preferred.
  • Experience supporting database, infrastructure, or datacenter migration projects is preferred.
  • Experience supporting pre-sales activities, technical account management, or customer enablement programs is preferred.
  • Experience conducting production readiness reviews, reliability assessments, or operational risk evaluations is preferred.
  • Experience leveraging AI-assisted engineering tools such as GitHub Copilot, Claude Code, or other LLM-based solutions is preferred.
  • Strong Linux systems administration experience alongside Microsoft Windows expertise is preferred.
  • Up to 10% travel for customer engagements, executive meetings, industry conferences, and strategic business activities.

Benefits

  • Annual base salary range of $160,000-$190,000.
  • Eligible for an annual discretionary bonus based on company and individual goal achievement.
  • Flexible time off.
  • Comprehensive medical, dental, and vision coverage.
  • 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 and other well-being benefits.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Counterpart Health

Senior Site Reliability Engineer

Counterpart Health 51-200 hospital & health care

Counterpart Health is hiring a Senior Site Reliability and Infrastructure Engineer to support and evolve the technology platform behind its primary care tool and maintain reliable infrastructure for domestic and international workloads.

United States Full-time Senior Site Reliability Engineer (SRE)
$160k-$208k
AWS Azure CI/CD Containerd DNS Docker GCP Go gRPC Helm Kubernetes Linux Load Balancing Prometheus Python Shell Scripting TCP/IP
16 hours, 1 minute ago
Scopely

Senior Test Platform & Reliability Engineer - Star Trek Fleet Command

Scopely 1K-5K Internet Software & Services

Scopely is hiring a Senior Test Platform & Reliability Engineer in Ireland to build validation, reliability, and developer enablement platforms for Star Trek Fleet Command’s large-scale live-service backend systems.

Ireland Full-time Senior SDET (Software Development Engineer in Test) Site Reliability Engineer (SRE)
AWS Bash CI/CD Docker GitLab Go Python Terraform
16 hours, 16 minutes ago
Carewell

Care Concierge, US Remote

Carewell 51-250 Health Care Providers & Services

Carewell is hiring a Remote Care Concierge to support older adults with serious chronic conditions through remote care navigation, coordination, education, and advocacy.

United States Full-time Junior Customer Success
16 hours, 31 minutes ago
Zendesk

Cloud Architect - Productivity (Google Workspace/O365)

Zendesk 5K-10K Professional Services

DoiT is hiring a remote Cloud Architect - Productivity to support global customers with Google Workspace and Microsoft 365 administration, migrations, and collaboration operations.

United States Full-time Senior Customer Success Technical Support Engineer
AWS Azure GCP Generative AI Kubernetes PowerShell
1 day, 15 hours ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers