ABOUT THE ROLE
As a Principal Customer Reliability Engineer, you will serve as the primary technical liaison between Accela's cloud platform and our customers, ensuring reliable, secure, and predictable outcomes across production environments. You will partner closely with Site Reliability Engineering, Product, Support, Professional Services, and Engineering teams to guide customers through SaaS migrations, troubleshoot complex technical challenges, and improve operational performance.
This role combines deep technical expertise with customer engagement and strategic influence. You will help customers successfully adopt and operate Accela's platform while driving continuous improvements in reliability, observability, incident response, and service delivery. Your focus is on reducing customer impact, improving operational resilience, and building long-term confidence in the platform.
SPECIFIC RESPONSIBILITIES