Job description
100% Remote - Hiring in the US (Houston, Atlanta, Columbus, Tampa)
About Us:
Urbint’s mission is to make communities more resilient. We do this by pairing external data with artificial intelligence to identify areas of high risk and prevent catastrophic loss for utilities and critical infrastructure owners across the country. We are a team of close-knit engineers, subject matter experts, and business leaders who obsess over problem solving, new technologies, and making a positive impact in our communities.
About the Role
This is more than a support role—it’s a career-defining opportunity to sit at the intersection of customer success, engineering excellence, and platform reliability. As the founding Senior Technical Support Engineer / Customer Reliability Engineer (CRE), you’ll tackle our most critical technical challenges, drive cross-functional resolution workflows, and shape how Urbint delivers reliable software at scale.
You’ll develop deep product knowledge, master cloud infrastructure fundamentals, and be a key voice in operational decision-making. Working across L1 support, engineering, CloudOps, and product teams, you’ll play a pivotal role in bridging the last mile of reliability for our customers.
What You’ll Do
- Lead investigation and resolution of complex, escalated support issues across product and platform layers.
- Own technical communications with customers for high-priority issues; represent Urbint Engineering with clarity and empathy during support escalations.
- Spin up and debug cloud environments using AWS/GCP/Azure resources to reproduce customer scenarios.
- Create and maintain internal tooling (scripts, dashboards, queries) that help support and product teams operate more effectively.
- Contribute to knowledge sharing, including postmortems, runbooks, Jira workflows, and support enablement sessions.
- Mentor L1 support and onboarding engineers, elevating our operational maturity through guidance and training.
- Partner with Product and CloudOps to identify recurring pain points, advocate for reliability enhancements, and shape long-term roadmap decisions.
- Prepare support functions for new feature rollouts—write SOPs, train teams, and simulate edge case impact.
What You Bring
- 3–6 years in technical support, DevOps, or site support roles at a SaaS or cloud-native company.
- Proficiency in one or more scripting or automation languages (Python, Bash, Go, etc.).
- Hands-on experience using cloud provider consoles (AWS, GCP, Azure) and APIs to deploy and debug cloud infrastructure.
- Familiarity with container orchestration (e.g., Kubernetes), observability tools (e.g., Datadog), and CI/CD pipelines.
- Strong understanding of support ticket workflows, incident communication, and escalation best practices.
- Calm under pressure with excellent verbal and written communication—you can explain technical issues to both engineers and customers.
- Demonstrated ability to work autonomously in ambiguous situations and proactively identify improvements.
Bonus Points
- Experience leading postmortems or reliability reviews.
- Contributions to open-source projects or DevOps communities.
- Exposure to infrastructure-as-code tools like Terraform.
- Prior experience in a CRE, SRE, or TEE-equivalent role.
What Success Looks Like
- Customers trust your technical guidance during high-severity issues.
- L1 teams feel empowered by your tooling, training, and availability.
- Repetitive issues get automated or eliminated because of your feedback and initiative.
- Product and platform teams rely on your insights to improve supportability and system reliability.
- Support operations mature across playbooks, observability, and team readiness.
Benefits
- Mission Driven - Some companies use AI to serve better digital ads and trade stocks, we seek to make our communities safer and more resilient
- Competitive compensation package
- Generous Paid Time off, Paid Company Holidays including Mental Health Days
- Premium Medical Insurance including eligible dependants
- Life Insurance, Short Term Disability Insurance, Long Term Disability Insurance
Urbint’s Core Values
- Passionate about customers: We strive to deliver sustainable value and exceed expectations, and we’re not satisfied until our customers are raving fans.
- Be decisive: We make timely, informed, and pragmatic decisions to keep the organization moving forward.
- Build trust: Our values are the building blocks to trust. As we live them, we grow and build lasting relationships.
- _Focus on impact:_ We measure and strive to continuously improve our real-world impact.
- _Be tenacious:_ We are agile in our approach to addressing challenges but firm in our beliefs.
- Win together: We efficiently leverage our diverse skills and perspectives for one another, united by our shared vision.
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
