Customer Reliability Engineer: Incident Leader & Tooling

Endor Labs; Palo Alto (CA); On-site; USD 140,000 - 190,000; Full time

Job summary

Endor Labs in Palo Alto is seeking a Customer Reliability Engineer (CRE) to own complex product escalations from report to resolution, coordinating across Customer Solutions and Engineering. You will diagnose, triage, and fix issues in collaboration with teams, writing code when needed and building tools to speed up diagnosis.

The role emphasizes incident management, proactive reliability work, and clear communication with developers and executives.

Qualifications

• 5+ years in a customer-facing Tier 3/escalation support or equivalent SaaS role.
• Strong software engineering skills with production-quality code, tests, and PRs.
• Proven ability to diagnose complex issues across code, logs, and system interactions.

Responsibilities

• Own technical escalations end-to-end from report to resolution across teams.
• Run point on incidents, communicating impact to users and executives.
• Diagnose root causes, fix issues, and guide engineering with clear paths to fixes.
• Build internal tools, scripts, and automations to speed up diagnosis and visibility.
• Drive reliability work, create runbooks, tests, and guardrails for scale.
• Share field insights with account teams, engineering, and product.
• Coordinate with engineering and R&D to track, prioritize, and expedite fixes.
• Balance reactive escalations with proactive improvements to prevent recurrence.
• Help define success metrics and SLAs for escalation and incident response.

Skills

Go

Python

JavaScript/TypeScript

Production code

Tests & PRs

Troubleshooting

Incident management

Communication

Ownership

Tools

GitHub

GitLab

Bitbucket

Docker

Kubernetes

CI/CD

Job description

Endor Labs in Palo Alto is seeking a Customer Reliability Engineer (CRE) to own complex product escalations from report to resolution, coordinating across Customer Solutions and Engineering. You will diagnose, triage, and fix issues in collaboration with teams, writing code when needed and building tools to speed up diagnosis.

The role emphasizes incident management, proactive reliability work, and clear communication with developers and executives.