Enterprise Customer Operations Engineer

🕒 il y a 29 jours

⛰️ Colorado, North Carolina, +2 états de plus – Distant

⛰️ Colorado – Remote 🌲 North Carolina – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote

💵 $120 000 - $160 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

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Second Front Systems

Site WebLinkedInTous les Emplois

51 - 200 employés

☁️ SaaS

🎖️ Défense

🏛️ Gouvernement

SaaS • Defense • Government

Second Front Systems est une entreprise d'utilité publique soutenue par des sociétés de capital-risque, proposant des solutions logicielles essentielles principalement aux démocraties du monde entier. Leur suite de produits, comprenant le 2F Suite, 2F Workshop, 2F Game Warden et 2F Frontier, simplifie et accélère le processus de développement et de livraison de logiciels. L'entreprise est reconnue par des fournisseurs de logiciels de premier plan et des agences gouvernementales pour ses solutions sécurisées DevSecOps, permettant un déploiement sécurisé de logiciels sur des réseaux classifiés et non-classifiés. Leurs offres incluent des outils pour le développement sécurisé, l'accréditation logicielle, l'hébergement cloud gouvernemental et le déploiement en périphérie, avec un accent particulier sur le soutien aux secteurs gouvernementaux et de la défense. Second Front Systems collabore avec des partenaires pour rendre les technologies émergentes plus accessibles, accélérant les processus d'accréditation et de conformité et offrant des solutions pouvant fonctionner dans des environnements distants ou déconnectés, tels que les drones et les véhicules.

Description

• Serve as the primary technical point of contact for deployed customers, managing support requests, troubleshooting incidents, and driving issues to resolution across complex cloud-native environments. • Investigate and resolve technical issues spanning Kubernetes, cloud infrastructure, networking, CI/CD pipelines, container configurations, application deployments, and platform integrations on Game Warden. • Participate in on-call rotation to ensure 24/7 coverage for mission-critical customer environments, responding to incidents with urgency and technical depth. • Monitor customer environments, proactively identify emerging operational risks, and take action to prevent incidents before they impact customers. • Escalate complex technical issues to Senior Enterprise Customer Operations Engineers and Platform Engineering with clear documentation of troubleshooting steps, findings, and customer impact. • Navigate government change control processes and ATO-bounded environments, coordinating changes in compliance with customer operational constraints. • Contribute to knowledge base development, runbooks, and support documentation that improve resolution speed and enable customers to self-serve effectively. • Identify recurring support patterns and collaborate cross-functionally to drive systemic improvements to platform reliability and customer operational health. • Coordinate with Implementation Engineering during customer onboarding transitions to ensure a smooth operational handoff and successful production readiness.

🎯 Exigences

• 3–5+ years of experience in technical support engineering, DevSecOps, Site Reliability Engineering (SRE), Cloud Infrastructure, or a related technical discipline, with demonstrated experience supporting customers in production cloud environments. • Solid experience deploying and operating cloud-native applications on Kubernetes, with working knowledge of containerization, Helm, container hardening, and modern application architectures. • Hands-on experience with one or more major cloud providers (AWS GovCloud, Azure Government, or GCP) and experience supporting cloud-native applications in enterprise or government environments. • Experience troubleshooting complex technical issues spanning infrastructure, networking, Kubernetes, cloud services, and application layers in customer-facing environments. • Familiarity with secure software delivery practices and experience working within highly regulated or compliance-driven environments (e.g., FedRAMP High, NIST 800-53, DISA Cloud Computing SRG, DoD IL4/IL5/IL6). • Experience with support and incident management tooling such as GitLab, PagerDuty, Jira, and GitOps-based incident workflows. • Strong written and verbal communication skills with the ability to clearly explain technical issues, document findings, and maintain productive customer relationships under pressure. • A customer-first mindset with a bias toward action, continuous learning, and improving the operational health of customer environments.

🏖️ Avantages

• Competitive Salary • 100% Healthcare, vision and dental coverage • 401(k) + 3% company contribution • Additional benefit perks (One Medical membership, mental health resources and family planning assistance) • Equity incentive plan • Tech + office supplies stipend • Annual professional development stipend • Flexible paid time off + federal holidays off • Parental leave • Work virtually, near one of our hub locations • Referral Bonus