Customer Reliability Engineer

What you'll do

• Investigate and resolve or hand off high-severity post-sales escalations, including reproducing difficult bugs.
• Work with customers to gather logs, explain investigation theories, and build evidence-backed engineering handoffs.
• Identify recurring issues and translate findings into product improvements, tooling, and runbooks.

What they ask for

• 4+ years in technical support or an escalation role at a SaaS or infrastructure company, with ownership of escalated or enterprise-tier accounts.
• Production or homelab networking experience, including TCP/IP, routing, DNS, firewalls, NAT, VPNs, and load balancers.
• Code-level debugging capability, including reading Go source and pprof profiles; proficiency with Go, Python, and JSON.
• Experience with packet-level analysis.

Nice to have

• Deep familiarity with overlay networking concepts such as WireGuard, UDP hole punching, and STUN, and comparable VPN/networking products.
• Experience with cloud IaaS, CI/CD pipelines, containerized applications, Kubernetes debugging, and troubleshooting Linux, macOS, and Windows.

Pay

$154,100 — $192,960 CAD (base salary)

Tools

TCP/IP, WireGuard, UDP, STUN, Go, Python, JSON, Kubernetes

AI focus

The company uses AI-assisted tools to screen and assess candidates; all hiring decisions are made by people. The role itself does not specify AI work.