Customer Reliability Engineer

Customer Reliability EngineerDivision: Customer Solutions & ReliabilityReports to: Lead Customer Solution EngineerRole PurposeTenderd helps customers run complex fleets using data from vehicles, equipment, sensors, cameras and operational systems. Customers must be able to trust that this data is complete, accurate and available when they need it.The Customer Reliability Engineer will help ensure that Tenderd’s deployments remain healthy after they go live. You will proactively identify deteriorating data, device and platform conditions; investigate problems across the full system; coordinate resolution with the appropriate teams; and keep customers informed until the outcome is verified.This is not a conventional support role built around responding to tickets. The objective is to find and resolve problems before the customer discovers them—and to make recurring problems less likely to happen again.What You Will OwnProactive fleet and deployment healthMonitor the health of customer deployments across devices, sensors, connectivity, data ingestion, APIs, calculations and the Tenderd application.Identify missing, delayed, inconsistent or suspicious data before it affects customer decisions.Maintain a clear health view for assigned customers, assets and critical platform capabilities.Prepare deployments for important customer reviews, reporting cycles and product launches.Raise emerging risks early, with evidence, likely impact and a recommended next action.Technical investigation and resolutionReproduce and diagnose technical problems using logs, API responses, database queries, configuration history and data analysis.Separate confirmed facts from assumptions and document the evidence behind each diagnosis.Determine whether an issue originates in hardware, firmware, connectivity, configuration, data pipelines, business logic or the application.Coordinate with Engineering, Hardware, Data, Product and Operations until the issue is resolved.Validate that fixes, configuration changes and data backfills have produced the correct customer-facing outcome.Maintain ownership even when another team is responsible for implementing the fix.Customer ownershipCommunicate directly with customers to understand the operational impact of an issue and provide clear, credible updates.Translate technical findings into language appropriate for operations teams, managers and customer leadership.Help customers use Tenderd correctly and confidently following launches or material platform changes.Build enough knowledge of each customer’s operation to distinguish a technical anomaly from a genuine operational event.Handle difficult conversations transparently without becoming defensive or overpromising.Systemic improvementPerform structured root-cause analysis for significant or recurring incidents.Identify repeated failure patterns and drive permanent improvements to monitoring, product behaviour and internal processes.Create troubleshooting playbooks, health checks, dashboards and lightweight automations that make the team faster and more proactive.Convert customer observations into clear product and engineering feedback supported by evidence.Maintain a reliable record of incidents, decisions, actions, owners and verified outcomes.Contribute to weekly customer and fleet-health reviews.Examples of Problems You May Work OnA sensor stops reporting, a device battery deteriorates or a SIM reaches its data limit.Data reaches Tenderd but is delayed, incomplete or inconsistent across the dashboard and reports.A configuration or sensor-threshold change unexpectedly alters historical fuel calculations.An operational configuration is corrected, but the affected historical data also needs to be safely backfilled.Camera footage or safety events take too long to reach the platform.An API becomes slow or unreliable for a critical customer workflow.A customer is preparing for an executive review and the underlying fleet data must be verified beforehand.The Person We Are Looking ForYou are likely to thrive in this role if you:Naturally investigate problems instead of waiting for detailed instructions.Feel personally accountable for the customer outcome, even when the solution requires several teams.Are technically curious and willing to move between device behaviour, data, APIs and customer workflows.Work with urgency without sacrificing accuracy.Communicate clearly and calmly, especially when the answer is not yet known.Are persistent enough to follow an issue through investigation, resolution and verification.Look for patterns and permanent improvements rather than repeatedly applying the same workaround.Learn quickly and are comfortable operating in an environment where the monitoring, documentation or process may still need to be built.Enjoy direct customer interaction and understand that customer trust is earned through consistent follow-through.Relevant Previous ExperienceStrong candidates may have worked in technical support, implementation, solutions engineering, IoT operations, a network operations centre, technical QA or data operations.We are particularly interested in evidence that you have:Owned technically complex customer issues from discovery through verified resolution.Troubleshot systems involving multiple components rather than a single application.Used APIs, logs, databases and analytical tools to diagnose unexpected behaviour.Built monitoring, troubleshooting playbooks, reports or automations instead of relying only on manual investigation.Worked in an IoT, telematics, fleet, logistics, industrial or operational SaaS environment.Operated effectively in a growing company where responsibilities were not always neatly divided.Qualifications and Technical SkillsBachelor’s degree in Computer Science, IT, Engineering or a related discipline, or equivalent practical experience.Approximately 1–4 years of relevant technical or customer-facing experience.Ability to investigate APIs, application logs and structured data.Working knowledge of SQL or NoSQL databases and the ability to write diagnostic queries.Comfort using Excel or Google Sheets for investigation; exposure to Python, Power BI or similar analytical tools is advantageous.Experience with monitoring, ticketing and engineering issue-tracking tools.Practical use of AI tools to accelerate analysis, documentation or workflow automation is advantageous.Strong written and verbal English communication.Arabic proficiency is preferred.Experience with construction, logistics, fleets or heavy equipment is advantageous.What to Expect at TenderdTenderd’s customer environments combine hardware, connectivity, cloud systems, data pipelines, business calculations and operational workflows. Problems will not always arrive with a clear cause or owner.You will be expected to go beyond a support queue: inspect the evidence, engage the customer, bring together the appropriate teams and remain accountable until the real-world outcome is verified. You will have meaningful autonomy and direct visibility with customers and internal leadership.Your performance will not be measured primarily by the number of tickets closed. It will be reflected in:The percentage of customer assets and deployments operating healthily.Problems detected by Tenderd before they are reported by customers.Faster detection and resolution of incidents.Reduction in repeat incidents.Accuracy and readiness of customer data for important reviews.Quality of customer communication and confidence.Monitoring, playbooks and product improvements created from recurring issues.This role is an opportunity to help build Tenderd’s customer reliability function—not simply join an established support process.