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Customer Reliability Engineer

Engineering | Anywhere in the US | Full Time

Job Description

About Kolide:

Kolide is an early stage startup focusing on infrastructure, instrumentation, analysis, detection and response. Based on open source software, founded by members of Facebook Security and FireEye, Kolide is uniquely positioned to take a progressive approach to a market ripe for disruption.

About the role

We love delighting our customers. We believe that the best approach to a customer support experience is to match or exceed the customer’s level of technical subject matter expertise and use those skills to not only help customers use the product, but to act as a technical consultant/liaison. At Kolide, CRE’s are experienced, technical individuals that consult with customers, answer questions, and help the customer grow their internal IT organization.

This is macOS administration role and a customer support role combined into one. This role requires broad internal coordination to respond to customer inquiries and provide advice on macOS management strategy to customers. You will use your macOS administration skills to help customers use Kolide Cloud to create a successful macOS management and insight function in their organization. This is a remote role. open to candidates anywhere in US. 

Everyday you will

  • Be the first point of contact for our customers and in the #kolide slack channel 

  • Handle customer calls to resolution independently

  • Use your macOS administration skills to come up with interesting solutions to the unique problems of customers

  • Work with engineering and product teams to suggest features and improvements based on your experience and your knowledge of customer needs

  • Stay abreast of recent developments in the Mac Admin community

To succeed in this role you will need to have:

  • A fun loving personality that charms customers while resolving tough technical impediments

  • Prior hands on experience working with customers on a day to day basis

  • Inherent motivation for customer interactions and a passion for troubleshooting technical and human impediments  

  • Experience in a prior customer liaison role supporting a SaaS product 

Your chances of success in this role dramatically improve with prior exposure to

  • Mac Platform administration 

    • Exposure to tools like pkgbuild to build Mac Packages 

    • Exposure to tools like launchctl to manage Launchd  

  • Endpoint product support 

    • Exposure to TLS-certificate issue troubleshooting 

  • Google Cloud Platform / AWS

  • Docker Containers / Kubernetes

  • PostgreSQL / Any SQL based DB

  • Google Cloud Datastore / Any other document store

  • Ruby on Rails / Ruby

In the first 2 weeks at Kolide, you will

  • Set up a local environment to deploy and play with the product

  • Publish the Kolide website with your updated profile

  • Find a defect in the product

  • Start to understand the product components  

  • Investigate at least one issue during internal rollout

    • We rollout multiple times every day.

    • You will get an opportunity to get your hands dirty very quickly.

  • Make an enhancement or resolve a product defect

 

We enjoy a supportive, fun, and hardworking environment. Your team is here to help along the way!