Remote Customer Reliability Engineer (APAC)

Phaidra; Australia; Remote; AUD 121,000 - 177,000; Full time

Benefits offered by this job

Equity

Remote work

Medical, dental, and vision insurance

Unlimited paid time off

Paid parental leave

Company MacBook

Job summary

Phaidra is hiring a Customer Reliability Engineer based remotely with a focus on Australia and Singapore. You’ll own post-implementation support for named accounts, triaging facility issues, driving Prism adoption, and collaborating with engineers, data scientists, and account executives to keep sites healthy and scalable.

You will monitor customer usage, identify value opportunities, and translate needs into guidance for product development while traveling for training when needed.

Qualifications

• Knowledge of chiller plant fundamentals, configurations, and sequence of operations.
• Understanding of electrical power distribution systems.
• Understanding of applied thermodynamics for cooling systems, refrigeration systems, and hydronics.
• Experience designing or programming industrial/control systems and protocols like BACnet and Modbus.
• Data center controls and cooling methodologies.
• Control strategies for air side cooling.
• Ability to read Python scripts
• Excellent communication skills.

Responsibilities

• Collaborate with Solutions Engineers, TPMs, Data Scientists, and Account Executives to support post-implementation projects.
• Maintain stellar communication with customers.
• Act as SME to support systems and drive adoption.
• Monitor Prism Insights to analyze, triage, diagnose facility issues.
• Communicate issues/anomalies as extension of the customer’s operations team.
• Review Prism usage and help with adaptation.
• Manage accounts and document findings weekly.
• Define product requirements with Product based on customer needs.

Skills

Chiller fundamentals

Power distribution

Thermodynamics cooling

Industrial/Control systems

Data center controls

Air side cooling

Data center ops

Problem solving

Documentation skills

Education in engineering/CS

Python scripting

Excellent communication

Company values

Education

Engineering/CS/Applied Math background

Tools

Python

Job description

Phaidra is hiring a Customer Reliability Engineer based remotely with a focus on Australia and Singapore. You’ll own post-implementation support for named accounts, triaging facility issues, driving Prism adoption, and collaborating with engineers, data scientists, and account executives to keep sites healthy and scalable.

You will monitor customer usage, identify value opportunities, and translate needs into guidance for product development while traveling for training when needed.