Customer Reliability Engineer

imanagecom; Chicago (IL); Hybrid; USD 103,000 - 159,000; Full time

Job summary

iManage is hiring a Customer Reliability Engineer in Chicago with 3–5 years in escalation roles. You will lead P1/P2 incident responses, build and tune monitoring, and collaborate with product, engineering, and support teams to prevent outages.

You will automate and improve self-service, expand telemetry, and mentor others while maintaining in-office presence on Tuesdays and Thursdays for peer collaboration. The role emphasizes uptime, data-driven decisions, and customer advocacy.

Qualifications

• Three to five years in a technical escalation role in Support/SRE or similar.
• Ability to explain highly complex issues to non-technical audiences.
• Incident response leader for P1/P2 incidents and postmortems.
• Experience troubleshooting distributed cloud services.
• Proficiency with SQL, Python, Bash/Shell, PowerShell and REST APIs.
• Deep knowledge of AKS and related Azure services.
• Familiarity with observability platforms such as Splunk, Grafana, Kibana and Prometheus.
• Proven automation and self-service improvements.

Responsibilities

• Develop and maintain deep technical knowledge of iManage platform services and logs to unblock teams.
• Collaborate with customer-facing, product, and infrastructure teams on scalable, reliable software deployment.
• Drive proactive reliability through telemetry, anomaly detection and trend analysis to surface systemic issues.
• Serve as incident commander on P1/P2 incidents: coordinate engineers to restore services.
• Refine observability stack: dashboards, alerts, and synthetic monitoring for real-time health visibility.
• Act as SME on consumption and observability; share knowledge across the team.
• Work with Engineering and SRE to improve tooling and automation for support.

Skills

SQL

Python

Bash/Shell

PowerShell

REST APIs

Azure Kubernetes Service (AKS)

Splunk

Grafana

Kibana

Prometheus

Tools

AKS

Splunk

Grafana

Kibana

Prometheus

Job description

We offer a flexible working policy that supports a healthy balance between personal and professional well-being. This role requires in-office presence on Tuesdays & Thursdays to collaborate, connect, and learn from peers - while also maintaining the flexibility for meaningful work-life balance. Being a Customer Reliability Engineer atiManagemeans…

You’rea data driven problem solver with experience in triaging issues at scale. You are an expert at explaining complex technical problems to a variety of audiences. You are a passionate customer advocate and work proactively toanticipateand address or raise visibility to problems in a data drivenway.

You will be obsessed with uptime. When production breaks, you lead the charge. If ithasn’tbroken yet,you’realready building the monitors, queries, and automation that make sure itdoesn’t.

The Customer Reliability team is expert in consumption and reliability of theiManageCloud platform across services and interfaces (first party & partner). They guide the way weanticipate, communicate, and react to reliability issues while driving iterative improvements across products & services both internally and externally. When there are multi-faceted reliability problems whichdon’tfit existing constructs, they engage as a customer advocate to guide data-driven decision making and holistic improvements across the platform based on lessons learned.

iMResponsible For…

• Developing andmaintaininga deep technical knowledge ofiManageplatform services, with the ability to personally deep dive into logs, queries, and infrastructure to unblock different teams.
• Collaborating with customer-facing, product, and infrastructure teams on the development and deployment of scalable, reliable software.
• Drive a shift from reactive to proactive.Identifywhat is breaking before it breaks. Use telemetry, anomaly detection, and trend analysis to surface systemic issues then partner with technical stakeholders toeliminatethem at the source.
• Serving as incident commander on P1/P2 incidents: leading communication, coordinating engineering stakeholders to get services back up and running again.
• Continuously refining the observability stack — building and tuning dashboards, alerts, and synthetic monitoring that give real-time visibility into system and end-user experience health.
• Serving as the escalationpointfor the Platform Support team, acting as Subject Matter Expert (SME) on the consumption and observability of our services; sharing knowledge to level-upexpertiseacross the team.
• Engaging with Engineering and SRE teams to improve supportability through internal tooling and observability;leveraginglarge-scale data sets to troubleshoot complex emerging problems.
• Assistingwith remediation, tooling, and communication for Customer Advisories; driving critical technical escalations with engineering teams through problem isolation, data gathering, and validation of resolution.
• Personally leading post-incident root cause analysis; owning postmortems end-to-end, running blameless postmortems reviews, and driving systemic fixes that prevent recurrence.
• Advocating for users and stakeholders by exposing friction and reliability concerns within the products.
• Drivingautomation and self-service thateliminatesrepeat tickets and matures our knowledge management strategy; implement AI-powered operational improvements to improve quality and speed.
• Engaging withiManagepartners proactively to build agreements and shared understanding of reliability, levelling up knowledge of reliability principles across theiManageecosystem.

iMQualified Because I Have…

• 3–5 years’ experience in a technical escalation role in a Support, CRE, Development, or SRE function.
• Proven ability to understand and communicatehighly complexissues for non-technical audiences, including executive stakeholders.
• Seasoned incident responder with hands-on experience leading P1/P2 response, running postmortems, and driving systemic fixes that prevent recurrence.
• Experience troubleshooting and supporting distributed cloud services.
• Strong technicalproficiencyacross SQL, Python, Bash/Shell, PowerShell, and REST APIs.
• Solidunderstanding of Azure Kubernetes Service (AKS) and related Azure services.
• Deep knowledge of observability and support platforms such as Splunk, Grafana, Kibana, and Prometheus.
• Strong technical troubleshooting and problem-solving skills; ability to think through situations outside the norm and developappropriate solutions.
• Proventrack recordof driving automation and self-service improvements — a bias toward building, not just operating.

iM Getting To…

• Join a rapidly evolving, industry-leading SaaS company on an exciting journey of growth and scalability!
• Take on meaningful, high-impact challenges by leveraging cutting-edge technologies and best-in-class protocols to drive innovation.
• Own my career path with our internal development framework. Ask us more about this!
• Expand my skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses & training.
• Be part of a supportive and experienced team within a dynamic, inclusive, and encouraging culture.
• Enjoy flexible work hours that empower me to balance personal time with professional commitments.
• Collaborate in a modern, open-plan workspace featuring a gaming area, free snacks and drinks, and regular social events.

iManage Is Supporting Me By...

• Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it.
• Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data.
• Rewarding me with an annual performance-based bonus.
• Offering comprehensive Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%.
• Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.
• Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset.
• Having multiple company wellness days each year to prioritize mental health and well-being.
• Providing access to RethinkCare, a global behavioral health platform that enhances personal well-being, strengthens professional resilience, and empowers parental success through expert-led training and resources.

The overall US annual base salary range for this position is $103,000 - $159,000 per year. Individual compensation for each candidate depends on factors such as qualifications, experience, and candidate location. This range does not include additional forms of compensation, such as bonuses, commission, or benefits. Your recruiter will provide further details about the offer range, incentives, and overall compensation during the hiring process.

iManage is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity via text and exclusively communicates from emails using the @imanage.com domain. If you have any concerns or questions about communications you have received, please send them [e-mail] our team members can review.

About iManage…

At iManage, we are dedicated to Making Knowledge Work™. Our intelligent, cloud-enabled, and secure platform is trusted by 4,100+ customers and 430,000 users worldwide, managing over 11 billion documents and 11 petabytes of data. We empower professionals across 65+ countries to unlock the full potential of their business content and communications.

We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; Our work is not always easy but it is ambitious and rewarding.

So we’re looking for people who embracechallenges. People who thrive on solving problems, pushing boundaries, and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we turn the impossible into reality, empower our employees to grow, unlock their potential, and create a meaningful impact on everything we do.

Whoever you are, whatever you do, however you work. Make it mean something at iManage.

iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Learn more at: www.imanage.com

Please see our recruitment privacy statement for more information on how we handle your personal data.

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