Staff Customer Reliability Engineer

About the role

At Sysdig, 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, Sysdig 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, Sysdig 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.