Customer Reliability Engineer(E2)
Job type: Full Time · Department: Product Support · Work type: Hybrid
Bengaluru, Karnataka, India; Chennai, Tamil Nadu, India; Pune, Maharashtra, India
Job Title: Customer Reliability Engineer (E2)
Location: Hybrid (Preferred Bangalore, India)
Department: Infrastructure
Reports To: Senior Engineering Manager
Experience Level: 3-5 years
About us
The global hiring revolution is shaping a future where talent can thrive everywhere, driving innovation and progress on a global scale.
Multiplier is at the forefront of this change. By removing barriers and simplifying global hiring, we’re creating a level playing field where businesses and individuals – (like you) – can compete, grow, and succeed, regardless of geography.
Multiplier empowers companies to hire, onboard, manage, and pay talent in 150+ countries, quickly and compliantly. Our mission is to build a world without limits, where ambitious businesses can look beyond borders to build their global dream teams. Our unified employment platform, complete with world-class EOR, AOR and Global Payroll products, means it has never been easier to seize the global hiring opportunity.
We’re backed by some of the best in the business, (Sequoia, DST, and Tiger Global), are led by industry-leading experts, scaling fast, and seeking brilliant like-minded enthusiasts to join our team. The future is borderless. Let’s build it together.
About the Role
The Product Operations team enables our Product teams to build and deliver best-in-class products that delight our customers, and to do so in a way that is efficient, effective, and scalable. In this role, you will be managing, developing, and implementing release activities and commercializing digital product launches of new and existing products. You will be working cross functionally with stakeholders to develop project plans, roadmaps, and manage any enhancements/backlogs. We are looking for a candidate who will work on initiatives across these three areas. The ideal candidate brings a unique blend of strategic and operational / execution skills. They are a data-driven structured problem solver and enjoy rolling up their sleeves to get things done. They are the kind of person who thrives in a fast-paced, cross-functional environment and enjoys working on a variety of initiatives.
What would you do / key responsibilities
Acts as subject matter expert and reviews operational workflows, identifying problems and develops improvements, modifications, and enhancements.
Maintain databases required for business operations.
Tracks and communicates workflow and system changes to appropriate resources.
Will assist with training and documentation needs.
Develops and generates reports for management review.
Notifies appropriate department leaders about issues and problems in operational workflow requiring immediate attention
Participates as a subject matter expert in the development of written guidelines and documents problems as needed.
Understand interdependencies between technology, operations, and business needs • Develop and own ongoing refinements to playbooks, knowledge base and operational best practices
Build centralized sources of truths for key cross-functional metrics (e.g., feature requests, support tickets)
Champion, role model, and embed Multiplier’s cultural principles (Obsess Over the Customer, build for the Long Term, Growth Mindset) as we scale globally
Required Qualifications
4-7 years of experience in consulting or business/product operations.
Strong analytical skills - ability to structure analysis and derive data-driven insights.
Strong problem-solving skills: ability to break down ambiguous problems and turn them into actionable solutions and insights.
Ability to build strong relationships with PMs, senior leaders and cross-functional partners.
Highly organized with exceptional attention to detail and the ability to execute on large, cross-functional projects.
Comfortable with ambiguity, is a self-starter, and has an enthusiasm for improving efficiency
Who is an ideal candidate :
Previous experience as a Product Support/Product Ops at B2B SaaS companies
Familiar with business systems and tools (e.g., Metabase, Clickup, JIRA, Zendesk, Confluence, Salesforce)
Experience with data visualization tools (e.g., Tableau) and SQL; willingness to learn new tools if needed
Strong problem-solving skills and a proactive approach to improving systems.
Good communication and collaboration skills.
What We Offer:
High-impact role with the chance to play a key role in a rapidly growing company.
Full autonomy in your role, with the flexibility to work in a hybrid environment.
Work with a passionate, energetic, and diverse team.
Competitive benefits, recognition programs, and career development opportunities.
Attractive ESOPs, giving you a stake in the company’s success.
Comprehensive health insurance coverage for you and your family’s well-being.
Generous holiday policy.
A company that genuinely invests in your professional success.
Equal Employment Opportunity, Multiplier is an equal opportunity employer. We value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
What We Offer:
Multiplier is an equal opportunity employer: we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Please note that this job description is a general overview and responsibilities may evolve as the company grows and adapts to changing market conditions
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