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Endor Labs is building AURI, an AI security platform that secures code written by AI agents. The company operates at the intersection of developer productivity and security, serving customers including OpenAI, SpaceX, DoorDash, Dropbox, Atlassian, MongoDB, Snowflake, Robinhood, and Peloton. Founded by Varun Badhwar (who built Prisma Cloud to $300M ARR), Endor Labs has raised $163M from top-tier investors including Lightspeed, Coatue, and Salesforce Ventures.
The Customer Reliability Engineering (CRE) role is the highest-level technical support function within Customer Solutions, operating as an escalation function and bridge between customers and Engineering. This is a customer engineering role, not purely support—you will diagnose problems, write fixes directly in the codebase when appropriate, and build tools that don't exist.
Key responsibilities include:
- Own technical escalations end-to-end, leading complex product issues from first report to resolution while coordinating across Customer Solutions and Engineering.
- Run point on incidents, leading response to global and customer-specific incidents, understanding customer impact, and communicating proactively to technical users and executives.
- Diagnose, root cause, and fix unexpected product behavior using diagnostic tools, system logs, and the Endor Labs codebase. You're welcome to open PRs yourself if comfortable in the code.
- Build tools and applications: design and build internal tools, scripts, automations, product features, and lightweight applications that speed up diagnosis, automate repetitive work, and give support and account teams better visibility into customer health.
- Drive reliability and prevention work by turning incident patterns into durable fixes, runbooks, tests, and guardrails.
- Partner across the company, sharing field insights with account teams, Engineering, and Product, and raising the quality of technical support through mentorship and enablement.
- Coordinate with Engineering and R&D to file, track, prioritize, and expedite resolution of critical customer bugs and complex technical issues.
- Balance reactive escalation work with proactive fixes that prevent tomorrow's version of today's issue.
- Contribute to KPIs and SLAs for escalation and incident response, including 24x5 coverage for larger enterprise customers.
The role operates with urgency, fixes root causes rather than patching symptoms, and takes extreme ownership of every engagement from start to finish. You will communicate proactively and exceed expectations on status updates and next steps.
**Requirements:**
- 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: proficient programmer in Go, Python, or JavaScript/TypeScript (or proven record of picking up new languages quickly), with real experience writing production-quality code, tests, and pull requests.
- Track record of building: can point to tools, services, or applications you've designed and shipped, whether internal automation, dashboards, CLIs, or full applications.
- Proven troubleshooting skills: 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.
- Structured problem-solving approach: can synthesize inputs from multiple sources and prioritize under pressure.
- Outstanding written and verbal communication, with ability to translate complex technical concepts for both developers and executive leaders.
- Ownership mindset: proactive, resourceful, willing to drive issues to resolution with incomplete information without waiting to be chased.
- 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.
