The Customer Reliability Engineering (CRE) team at Keystone blends software engineering, SRE, and customer experience with a strong customer-first mindset, owning issues end-to-end and driving systemic reliability improvements.
You act as a bridge between customers, support, and engineering resolving complex cross-system issues and improving reliability, observability, and customer experience across distributed systems like subscription, activation, telemetry, and billing.
CREs take direct ownership of debugging, fixing, and enhancing services within the subscription lifecycle, resolving issues at the source and involving development teams only for major or architectural changes.
About the Team
The NetApp Keystone team powers NetApp’s storage-as-a-service (STaaS) offering, enabling customers to consume storage across on-prem and cloud environments through a flexible subscription model.
The platform spans multiple distributed components, including Subscription Engine, Activation Workflows, Data Analytics, Processors, Collectors, ASUP, Sphere, and the Keystone Console, working together to deliver a seamless, reliable, and scalable customer experience.
Job Requirements
5–8 years of software development or customer engineering experience, with at least 3 years in backend or technical support engineering roles
Strong proficiency in Go or Python (preferably both); ability to debug and contribute to production codeWorking knowledge of React
TypeScript for diagnosing UI-layer issues
Strong understanding of distributed systems, microservices, and event-driven architectures
Hands-on experience with Kubernetes and Docker (log analysis, debugging, deployments)
Proficiency with REST and gRPC APIs; ability to isolate and debug failures
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Experience with PostgreSQL and at least one NoSQL database; ability to write diagnostic queries
Familiarity with time-series databases (ClickHouse, InfluxDB, TimescaleDB)
Experience with Kafka or NATS (consumer lag, offsets, message flow debugging)
Hands-on experience with Prometheus, Grafana, and log aggregation tools
Working knowledge of CI/CD pipelines and Git workflows
Understanding of Agile/SCRUM/LEAN methodologies
Strong written and verbal communication skills ability to author clear RCA reports, runbooks, and customer updates
Role & Responsibilities:
Own end-to-end resolution of customer issues across Keystone systems
Perform RCA and act as DRI to drive incident resolution
Deliver fixes/enhancements; involve dev teams for major changesImprove reliability, observability, and error handlingBuild diagnostics/runbooks to reduce MTTR and drive prevention
Collaborate across teams and customers to enhance platform stability and experience
Education
IC - Typically requires a minimum of 5 years of related experience.
Bachelor of Science Degree in Computer Science, Electrical Engineering, or a related field; a Master’s Degree is preferred
At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.
Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.
Why You'll Thrive at NetApp
At NetApp, you won't wait for the perfect moment—you'll make it. The early planning, the extra thought, the bold idea that turns good into great: That's how our people operate and how we continue to push the boundaries of data infrastructure.
NetApp is the trusted partner for organizations transforming data into opportunity. As the only enterprise-grade storage service natively embedded in Google Cloud, AWS, and Microsoft Azure, we empower customers to run everything from traditional workloads to enterprise AI with unmatched performance, resilience, and security.
Our culture
We celebrate mold breakers, bold thinkers, and problem solvers. We reward initiative, impact, and ownership. We provide flexibility so you can balance professional ambition with your personal life. Here, differences are not just welcomed—they drive everything we do.
If you're ready to innovate, rise to the challenge, and own every moment - make your next move your best one. Apply now.
Submitting an Application
To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.
AI Disclosure
For select roles, some stages of our hiring process may use artificial intelligence tools to help evaluate applications and candidate selection. These tools support—rather than replace—human decision-making.
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