Customer Reliability Engineer
- Location
- Palo Alto, CA
- Job type
- Full-time
- Level
- Senior
- Experience
- 5+ years
- Listed
- 23 days ago
Skills & highlights for this role
- Go
- Python
- incident management
- API troubleshooting
Also useful
- Docker
- Kubernetes
- CI/CD
About the Role
Customer Reliability Engineering (CRE) is the highest-level technical support function within Customer Solutions. It operates as an escalation function, a peer to Account Management and 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 stay focused on strategic platform use rather than firefighting.
CRE is a customer engineering role, not just a support role. We don't stop at diagnosing a problem. When the right fix is in the code, we write it, and when the team needs a tool that doesn't exist, we build it.
We work with urgency (the baton is on fire), we fix root causes rather than just patching today's problem, and we take extreme ownership of every engagement from start to finish. Nobody should ever have to ask CRE for a status update. If they do, we've failed to exceed the urgency or to communicate next steps clearly.
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 to technical users and executives alike.
- Diagnose, root cause, and fix. Investigate unexpected product behavior using diagnostic tools, system logs, and the Endor Labs codebase, and hand Engineering a clear path to the fix. If you're comfortable in the codebase, you're welcome to open the PR yourself.
- Build tools and applications. Design and build internal tools, scripts, automations, product features, and lightweight applications that speed up diagnosis, automate repetitive escalation work, and give support and account teams better visibility into customer health.
- Drive reliability and prevention work. Turn incident patterns into durable fixes, runbooks, tests, and guardrails so the product is easier to support at scale.
- Partner across the company. Share field insights with account teams, Engineering, and Product, and raise the quality of technical support across Customer Solutions through mentorship and enablement.
- Coordinate with Engineering and R&D. File, track, prioritize, and expedite resolution of critical customer bugs and complex technical issues, and make your own code contributions easy for them to review.
- Balance reactive and proactive work. Respond to account-team-triggered escalations while investing in fixes that stop tomorrow's version of today's issue from happening.
- Help define success. Contribute to the KPIs and SLAs for escalation and incident response, including our 24x5 coverage for larger enterprise customers.
What You'll Bring to the Table
- 5+ years of experience in a customer-facing Tier 3, Escalation Support, Customer Support Engineering, SRE, or software engineering role within a SaaS or Developer Tools environment.
- Strong software engineering skills. You're a proficient programmer in Go, Python, or JavaScript/TypeScript (or a proven record of picking up new languages quickly), with real experience writing production-quality code, tests, and pull requests.
- A track record of building. You can point to tools, services, or applications you've designed and shipped, whether internal automation, dashboards, CLIs, or full applications.
- Proven troubleshooting skills. You can dive into complex, unfamiliar codebases, analyze system logs, and debug API and infrastructure interactions.
- Incident management experience, including staying calm and communicating clearly during high-severity, high-visibility events.
- A structured problem-solving approach. You can synthesize inputs from multiple sources and prioritize under pressure.
- Outstanding written and verbal communication, with a knack for translating complex technical concepts for both developers and executive leaders.
- An ownership mindset. You're proactive, resourceful, and willing to drive issues to resolution with incomplete information, without waiting to be chased.
- A passion for Application Security (AppSec), open-source software, and developer workflows.
Nice to Have
- Hands-on experience with source control systems (GitHub, GitLab, Bitbucket) and CI/CD pipelines.
- Deep familiarity with cloud-native technologies, including Docker, Kubernetes, and major cloud providers (AWS, GCP, Azure).
- Experience troubleshooting full-stack or API-backed applications, and building tools on top of observability and ticketing systems.
- Experience writing runbooks, postmortems, or tooling that reduces repeat incidents.
- Active use of AI-assisted development tools (e.g., Cursor, Claude, GitHub Copilot) to accelerate diagnosis, fixes, and tool-building.
About Us
AI coding is the largest use case of enterprise AI adoption today, as is evident from the success of Anthropic on Claude Code, Cursor's $60B exit to SpaceX, and Cognition's $48B valuation.
The bottleneck now has moved from code generation to security and safety - AI agents write code faster than any team can review it, and over 65% of the lines of code produced by them are insecure. Vulnerabilities are piling up 16x faster than companies can fix them, and adversaries are able to exploit these new vulnerabilities within hours.
AURI by Endor Labs closes that gap. It runs inside the harness where coding agents work, through hooks, skills and MCP, so the controls sit outside the model and every agent action is visible. Underneath is our patented code context graph, which maps code, open source, containers and infrastructure. It shows which vulnerabilities can actually be reached and exploited, then delivers fixes that won't break the application. Security teams get evidence instead of noise, and developers get fixes instead of tickets.
The companies building AI trust us to secure it - our customers include OpenAI, SpaceX, DoorDash, Dropbox, Atlassian, MongoDB, Snowflake, Robinhood and Peloton to name a few.
Endor Labs is the third company from Founder & CEO Varun Badhwar, who built Prisma Cloud, the platform that helped define cloud security, from $0 to $300M ARR at Palo Alto Networks. We've raised $163M from Lightspeed, Coatue, DFJ Growth, Salesforce Ventures and Dell Technologies Capital.
Software runs everything around our lives today - banking, hospitals, airports and power grids. AI now writes more of it every day, and our mission is to make sure the world can trust that software. Come build that future with us.
Why Endor Labs
We're building at the intersection of developer productivity and security, one of the fastest-growing spaces in software. Our developer-loved platform delivers measurable ROI, strong market momentum, and a customer base that deeply values our mission.
At Endor Labs, we think big, start small, and learn fast. We take ownership, move with purpose, and always start with customer success. We debate with data, make the complex simple, and challenge each other with kindness and candor. We celebrate wins, learn from misses, and have fun along the way, because when our customers win, we all win.
Equal opportunity and legal notices
Endor Labs is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Even if you don't meet every single requirement listed above, we strongly encourage you to apply. We value diverse perspectives, transferable skills, and a passion for learning.
From Endor Labs's careers page, first listed on Rolev.ai on October 17, 2026. Rolev.ai is not the employer.
How Rolev.ai helps with this application
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Common questions
Where is the Customer Reliability Engineer job at Endor Labs located?
This Customer Reliability Engineer position at Endor Labs is located in Palo Alto, CA. Always check Endor Labs's application page for specific state eligibility or relocation policies.
What qualifications are required for Customer Reliability Engineer at Endor Labs?
For the Customer Reliability Engineer role, Endor Labs highlights 5+ years of relevant experience; experience with Go, Python, incident management, API troubleshooting. Rolev.ai can score your existing resume against these requirements and show any skill gaps before you apply.
How do I apply for the Customer Reliability Engineer position at Endor Labs?
This listing links directly to Endor Labs's Greenhouse application page. You can apply directly on Endor Labs's site, or use Rolev.ai to check your resume fit, generate a zero-hallucination tailored resume and cover letter for this posting, and autofill the Greenhouse application form in 1 click with the Rolev.ai Chrome extension. You always review the form and press Submit yourself.