Director of Customer Reliability Engineering

About Nexus

You don't have an AI story if you don't have your data story. That's where Nexus One comes in.

We're the converged data platform for the AI era — composable by design, built on an open-source foundation, and AI-native from the ground up. One identity, one governance envelope, one operational layer across every mainframe, data lake, warehouse, and streaming system in the business. For the first time, enterprises can bring their existing stack along instead of rebuilding it — and still give AI agents full context across the estate.

What we stand for is simple: sovereign data, interoperable systems, decoupled intelligence — delivered the way modern software should be. No rip-and-replace. No multi-year transformation. Our CEO Anu Jain puts it well: we turn the  ball of yarn  of data integrations into a unified engine — less like assembling car parts, more like buying the car ready to drive. 85+ open-source tools pre-integrated.

AI-native automations that deploy and self-heal the stack without human toil. Forward-deployed engineers who build shoulder-to-shoulder with customer teams — hands on keyboards, not just on decks.

It's working, and fast. We're tripling revenue year over year, backed by Insight Partners, and running in production in environments most vendors won't touch. Our platform processes credit risk data for 90%+ of US small businesses — 40M+ — every month. Intent signals for 300M+ subscribers monthly for Africa's largest telco. The data and AI layer for a Top 3 US bank.

We're 100+ people across the US and India, headquartered in Atlanta. We think big, move fast, and don't mistake activity for progress. We hire people who'd rather ship the rocket than brief someone on it.

Check out this podcast of Anu talking about our solution here:

This is a 0-to-1 build job. There is no formal customer reliability function today — no runbook library, no ticket taxonomy, no clean intake model, no incident framework. You will build all of it, and you will build it AI-native from day one.

The Director of Customer Reliability Engineering owns NX1's customer reliability function end-to-end.
Two co-primary teams underneath:

• Customer Support — L1–L3 ticket flow, on-call, SLAs/SLOs, runbooks, knowledge management, customer-facing incident response. Covers both stacks (NX1-native and the inherited Cloudera book)
• Production Engineering / SRE — the technical execution layer for customer environments NX1 operates. Platform upgrades (NX1 software AND Cloudera/CDP for the inherited book), monitoring and alerting infrastructure, automated response, production incident response, change-management discipline

Both report to you. Both are reliability-engineering disciplines. Together they're the operational engine that keeps NX1 reliable for every customer.

What this role is not: it is not the customer's onboarding owner (that's the Forward Deployed Engagement Manager). It is not the customer's commercial or executive-relationship owner (that's the Strategic Account Director on flagship accounts; the FDEM in Pattern B at mid-strategic). It is the operational engine that keeps NX1 reliable for every customer after the first workload lands — the function that makes the platform trustworthy at the bottom of the stack so the customer-facing roles can do their jobs at the top.

The dual-stack support reality. This role supports two genuinely different worlds in parallel:

• The Cloudera book — a small number of customers we operate on CDH/CDP, Impala, Hive, HBase. Their day-to-day support runs through your function. Operating those environments as a managed service is owned by Forward Deployed Engagement Managers with Cloudera experience, not by this role. You need enough Cloudera fluency to support those customers credibly and to be a useful counterpart to the FDEMs running the Cloudera engagements.
• The modern NX1-native stack — Kubernetes, Spark on K8s, Trino, Airflow, Iceberg, object storage, containerized orchestration. The strategic future and the dominant majority of the customer base. This is where your operating model design lives.

Cloudera proficiency is a working support competence; the modern NX1 stack is your…