Senior Reliability Engineer at Sonova ensuring dependable performance of hearing solutions for millions of users globally. Involves engineering skills to improve product reliability across development stages.
About the role
- Customer Reliability Engineer responsible for proactive monitoring and managing escalations for integration issues. Working with partners to enhance service quality on ClickBus's marketplace.
Responsibilities
- Proactive Monitoring and "Golden Signals": You will not just wait for issues to occur. Your role will be to define, implement, and actively monitor the "Golden Signals" (key metrics such as API error rates or spikes in support tickets) to detect integration issues before the partner reports them.
- Transparent Escalation Management: Act as the focal point for resolving complex issues, ensuring end-to-end follow-up. This includes keeping the partner informed of the status (e.g., "Under Analysis", "Awaiting Dev") and orchestrating the solution with internal teams.
- Development of Resolution Playbooks: To scale our support, you will document and create playbooks (step-by-step guides) for the 5 to 10 most recurring problems. The goal is to standardize and speed up diagnosis and communication.
- Partner Journey Mapping: Lead the mapping of critical paths that our partners take (from integration to post-sales), identifying friction points, involved systems, and opportunities for continuous improvement.
- Critical Analysis and Insight Generation: Facilitate "Case of the Week" discussions (successes or failures), investigate root causes, gauge partner sentiment, and turn each incident into an actionable learning for the team.
- Building the Knowledge Base (CRE Wiki): Be the steward of our internal documentation, centralizing playbooks, case learnings, and resolution guides in an accessible tool to ensure knowledge is shared and not lost.
Requirements
- Experience with ITSM systems such as JIRA, ServiceNow, Zendesk, or similar
- Basic knowledge of how APIs work
- Basic knowledge of Git
- Critical thinking and problem-solving
- Communication skills (clear and concise)
- Empathy and partner-focused mindset
- Knowledge of monitoring and observability
Benefits
- 🥘 Meals/Refeição: R$ 1,000.00/month credited to a Flash card (Flexible Benefits)
- 💻 Home office allowance: R$ 141.16/month credited to a Flash card (Flexible Benefits)
- 💰 Flexible benefits: R$ 200.00/month credited to a Flash card (Flexible Benefits)
- 🚐Busonauta Traveler: Our exclusive benefit for Busonautas — R$ 2,000.00/year to use for purchasing bus tickets via the app or website
- 🚋 Commuter transit allowance (Vale Transporte)
- 🅿️ Parking
- 🏥 SulAmérica Health Insurance: no co-payment and no monthly fee
- 🦷 SulAmérica Dental Insurance
- 👶 Childcare assistance for parents
- 🤰 6-month maternity leave and 30-day paternity leave
- 🔒 Life insurance
- 🏋️♀️ Wellhub and totalPass
- 💸 Annual profit-sharing (PLR)
- 🏖️ Birthday day off
- 🐶 Petlove partnership
- 🩹 Pharmacy assistance
- 🧑🦽➡️ Support for children with disabilities (PCD)
- 📚 Partnerships with educational and leisure institutions
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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