Principal Customer Reliability Engineer (SaaS)

TL;DR

Principal Customer Reliability Engineer (Azure/SaaS): Serving as the primary technical liaison between the cloud platform and customers to ensure reliability, security, and predictable production outcomes with an accent on SaaS migrations and complex technical troubleshooting. Focus on improving operational resilience, observability, and incident response while driving platform confidence for government software clients.

Location: Remote Based - US

Salary: $160,000 - $190,000

Company

hirify.global is an industry leader in government software, providing cloud-based platforms that improve efficiency and transparency for communities of all sizes.

What you will do

• Act as the primary technical representative for SaaS Operations, coordinating between Engineering, SRE, and customers.
• Lead technical engagements for SaaS implementations, migrations, and production operations.
• Develop and optimize operational processes, tooling, monitoring, and alerting capabilities.
• Serve as a senior escalation point for complex production issues using APM and distributed tracing.
• Coordinate cross-functional responses for critical customer-impacting incidents.
• Provide technical leadership and mentorship to other Reliability Engineers.

Requirements

• 8+ years of experience in Production Engineering, SRE, or Cloud Operations in SaaS environments.
• Must be based in the US.
• Hands-on experience with Microsoft Azure and Kubernetes.
• Proficiency in observability tools, APM, logging, and distributed tracing.
• Experience with Terraform (IaC) and scripting languages like Python, PowerShell, or Bash.
• Proven ability to lead Incident, Problem, and Change Management processes.

Nice to have

• Experience with compliance frameworks such as SOC 2, HIPAA, FedRAMP, StateRAMP, or PCI-DSS.
• Background in software development or systems engineering.
• Experience with AI-assisted engineering tools like GitHub Copilot or Claude Code.
• Strong Linux and Windows systems administration skills.

Culture & Benefits

• Competitive base salary with an annual discretionary bonus.
• Comprehensive medical, dental, and vision plans.
• 401(k) retirement savings plan with company match.
• Health Savings Account (HSA) and Flexible Spending Account (FSA).
• Flexible time off and employee assistance programs.