[Hiring] Customer Reliability Engineer @Phaidra

Role Description

You are the technical relationship owner for Phaidra's deployed sites. As a Customer Reliability Engineer, you manage a portfolio of named accounts in post-implementation support. Your responsibilities include:

• Monitoring Prism Insights and diagnosing facility anomalies.
• Closing the loop with customers when issues need to be addressed.
• Operating as an extension of the customer's operations team.
• Working closely with Technical Program Managers, Solutions Engineers, Data Scientists, and Account Executives.
• Maintaining stellar lines of communication with customers.
• Using Phaidra’s products to support systems and drive adoption.
• Analyzing, triaging, and diagnosing issues in the facility.
• Reviewing customer usage of Prism and supporting them in adaptation.
• Managing your own accounts and tracking findings weekly.
• Identifying opportunities for value creation using Phaidra's platform.
• Working closely with the product team to define product requirements.
• Collaborating with other Customer Reliability Engineers and the Product team.
• Traveling to sites for additional customer training if needed.

Qualifications

• Knowledge of chiller plant fundamentals, configurations, and sequence of operations.
• Understanding of electrical power distribution systems.
• Understanding of applied thermodynamics for cooling systems, refrigeration systems, and hydronics.
• Experience designing, programming, or strong working knowledge of industrial and commercial control systems and protocols such as BACnet and Modbus.
• Deep understanding of data center specific controls and cooling methodologies.
• Understanding the applications and control strategies of air side chilled water and direct expansion cooling systems.
• Strong proficiency in working with data center operations teams.
• Passion for problem solving and using scalable solutions.
• Ability to translate customer needs into coherent documentation for software development.
• Good educational background in related disciplines (e.g., Mechanical Engineering, Computer Science, etc.).
• Ability to read and write Python scripts to implement Prism key features.
• Excellent communication skills.
• Shares company values: Agency, Velocity, Craft, and Truth.

Requirements

• Experience using scrum and agile methodologies.
• Experience with rapidly prototyping new technologies.
• Experience building, owning, and operating engineered and programmed systems.
• Experience working with services within cloud platforms.
• Experience applying AI, ML, and LLMs in controls applications.
• Experience with statistics, analytics, etc.
• Experience with domain relevant optimization problems and solutions.

Benefits

• Fast-paced, team-oriented environment.
• 100% remote company.
• Competitive compensation & meaningful equity.
• Outsized responsibilities & professional development.
• Training is foundational; functional, customer immersion, and development training.
• Medical, dental, and vision insurance (exact benefits vary by region).
• Unlimited paid time off, with a required minimum of 20 days per year.
• Paid parental leave (exact benefits vary by region).
• Flexible stipends to support your workspace, well-being, and continued professional development.
• Company MacBook.