Customer Reliability Engineer

About Us AI coding is the largest use case of enterprise AI adoption today, as is evident from the success of Anthropic on Claude Code, Cursor’s $60B exit to SpaceX, and Cognition’s $48B valuation. The bottleneck now has moved from code generation to security and safety - AI agents write code faster than any team can review it, and over 65% of the lines of code produced by them are insecure. Vulnerabilities are piling up 16x faster than companies can fix them, and adversaries are able to exploit these new vulnerabilities within hours. AURI by Endor Labs closes that gap. It runs inside the harness where coding agents work, through hooks, skills and MCP, so the controls sit outside the model and every agent action is visible. Underneath is our patented code context graph, which maps code, open source, containers and infrastructure. It shows which vulnerabilities can actually be reached and exploited, then delivers fixes that won’t break the application. Security teams get evidence instead of noise, and developers get fixes instead of tickets. The companies building AI trust us to secure it - our customers include OpenAI, SpaceX, DoorDash, Dropbox, Atlassian, MongoDB, Snowflake, Robinhood and Peloton to name a few. Endor Labs is the third company from Founder & CEO Varun Badhwar, who built Prisma Cloud, the platform that helped define cloud security, from $0 to $300M ARR at Palo Alto Networks. We’ve raised $163M from Lightspeed, Coatue, DFJ Growth, Salesforce Ventures and Dell Technologies Capital. Software runs everything around our lives today - banking, hospitals, airports and power grids. AI now writes more of it every day, and our mission is to make sure the world can trust that software. Come build that future with us. About the Role Customer Reliability Engineering (CRE) is the highest-level technical support function within Customer Solutions. It operates as an escalation function, a peer to Account Management and closely aligned with Post-Sales Field Engineering. CRE bridges customers and Engineering by owning complex product behavior in the field, so other post-sales teams can stay focused on strategic platform use rather than firefighting. ✱ CRE is a customer engineering role, not just a support role. We don't stop at diagnosing a problem. When the right fix is in the code, we write it, and when the team needs a tool that doesn't exist, we build it. We work with urgency (the baton is on fire), we fix root causes rather than just patching today's problem, and we take extreme ownership of every engagement from start to finish. Nobody should ever have to ask CRE for a status update. If they do, we've failed to exceed the urgency or to communicate next steps clearly. How You'll Make an Impact • Own technical escalations end-to-end. Lead complex product issues from first report to resolution, coordinating across Customer Solutions and Engineering. • Run point on incidents. Lead response to global and customer-specific incidents, understand customer impact, and communicate clearly and proactively to technical users and executives alike. • Diagnose, root cause, and fix. Investigate unexpected product behavior using diagnostic tools, system logs, and the Endor Labs codebase, and hand Engineering a clear path to the fix. If you’re comfortable in the codebase, you’re welcome to open the PR yourself. • ✱ Build tools and applications. Design and build internal tools, scripts, automations, product features, and lightweight applications that speed up diagnosis, automate repetitive escalation work, and give support and account teams better visibility into customer health. • Drive reliability and prevention work. Turn incident patterns into durable fixes, runbooks, tests, and guardrails so the product is easier to support