Serve as the primary technical liaison for assigned customers, ensuring service reliability and performance.
Monitor, analyze, and troubleshoot customer issues, providing timely and effective solutions.
Lead incident response efforts, root cause analysis, and post-mortem reviews.
Collaborate with product, engineering, and support teams to implement preventive measures and continuous improvements.
Drive reliability initiatives, including performance tuning, capacity planning, and risk mitigation.
Develop and maintain documentation, runbooks, and best practices for service reliability.
Provide mentorship and guidance to junior CREs and service engineers.
Participate in customer reviews, delivering insights and recommendations for enhancing service quality.
Proactively identify trends and potential issues, recommending solutions to prevent service disruptions.
