Customer Reliability Engineer
Endorlabs · Palo Alto, CA
About this role
## Customer Reliability Engineer ### About Us AI coding is the largest use case of enterprise AI adoption today—but the bottleneck has shifted from code generation to security and safety. AURI by Endor Labs helps close the gap by running inside the harness where coding agents work, with controls outside the model and full visibility into every agent action. It uses a patented code context graph to map code, open source, containers, and infrastructure—showing which vulnerabilities are reachable and exploitable, and delivering fixes that won’t break the application. ### About the Role Customer Reliability Engineering (CRE) is the highest-level technical support function within Customer Solutions. CRE acts as an escalation function, a peer to Account Management, and is closely aligned with Post-Sales Field Engineering. CRE bridges customers and Engineering by owning complex product behavior in the field—so other post-sales teams can focus on strategic platform use instead of firefighting. **✱ CRE is a customer engineering role, not just a support role.** You don’t stop at diagnosing problems—you write fixes when they’re in the code, and build tools when they don’t exist. ### How You’ll Make an Impact - **Own technical escalations end-to-end:** Lead complex product issues from first report to resolution, coordinating across Customer Solutions and Engineering. - **Run point on incidents:** Lead response to global and customer-specific incidents, understand customer impact, and communicate clearly and proactively. - **Diagnose, root cause, and fix:** Investigate unexpected behavior using diagnostic tools, system logs, and the Endor Labs codebase; hand Engineering a clear path to the fix (and open PRs if you’re comfortable). - **✱ Build tools and applications:** Design and build internal tools, scripts, automations, product features, and lightweight apps to speed diagnosis and improve visibility into customer health. - **Drive reliability and prevention work:** Turn incident patterns into durable fixes, runbooks, tests, and guardrails. - **Partner across the company:** Share field insights and improve technical support quality through mentorship and enablement. - **Coordinate with Engineering and R&D:** File, track, prioritize, and expedite critical bugs and complex issues; make your contributions easy to review. - **Balance reactive and proactive work:** Respond to escalations while investing in fixes that prevent repeat issues. - **Help define success:** Contribute to KPIs and SLAs for escalation and incident response (including **24x5 coverage** for larger enterprise customers). ### What You’ll Bring to the Table - **5+ years** in a customer-facing Tier 3 escalation support, Customer Support Engineering, SRE, or software engineering role in a SaaS/Developer Tools environment. - **Strong software engineering skills:** Proficient in **Go, Python, or JavaScript/TypeScript** (or proven ability to pick up new languages). Experience writing production-quality code, tests, and PRs. - **✱ A track record of building:** Tools/services/apps you designed and shipped (automation, dashboards, CLIs, or full applications). - **Proven troubleshooting skills:** Debug complex, unfamiliar codebases; analyze logs; debug API and infrastructure interactions. - **Incident management experience:** Stay calm and communicate clearly during high-severity, high-visibility events. - **Structured problem-solving:** Synthesize multiple inputs and prioritize under pre
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