Senior 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

💵 $140 000 - $190 000 / an

⏰ Temps Plein

🟠 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

• Lead resolution of the Customer Support team's most technically complex incidents and escalations, driving cross-functional investigations across customer architectures, platform capabilities, cloud infrastructure, and application design. • Serve as the primary technical escalation point within Customer Support, triaging complex issues, guiding Enterprise Customer Operations Engineers through difficult troubleshooting, and ensuring critical situations are resolved with urgency and technical depth. • Develop and maintain technical runbooks, support playbooks, automation, and knowledge base resources that improve resolution speed, consistency, and team capability. • Participate in on-call rotation and serve as the senior technical resource during high-severity incidents, coordinating response across internal teams and communicating clearly with affected customers. • Identify recurring operational issues and partner with Platform Engineering and Product to address root causes, reduce support burden, and improve platform reliability at scale. • Partner with customer engineering teams to provide expert-level troubleshooting guidance, architectural context, and operational recommendations that improve long-term customer health. • Navigate government change control processes, ATO-bounded environments, and classification-level constraints on behalf of customers and in coordination with internal teams. • Mentor Enterprise Customer Operations Engineers through technical coaching, case reviews, and knowledge sharing that builds team capability and a culture of operational excellence. • Collaborate with Implementation Engineering on complex onboarding transitions to ensure operational risks are identified and addressed before customers move to production.

🎯 Exigences

• 5–8+ years of experience in technical support engineering, DevSecOps, Site Reliability Engineering (SRE), Cloud Infrastructure, or a related technical discipline, with a demonstrated history of leading complex customer-facing support engagements. • Deep experience deploying and operating cloud-native applications on Kubernetes, with strong expertise in containerization, Helm, container hardening, service networking, and modern application architectures. • Strong expertise across one or more major cloud providers (AWS GovCloud, Azure Government, or GCP), with experience supporting and troubleshooting secure cloud-native applications in enterprise or government environments. • Demonstrated ability to investigate and resolve complex technical issues spanning infrastructure, networking, Kubernetes, cloud services, security, and application architecture. • Proficiency in container hardening, image security, and CVE remediation in compliance with DoD and government security standards. • 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. • Excellent written and verbal communication skills with the ability to lead technical support engagements, communicate effectively under pressure, and build trusted partnerships with customer engineering teams and internal stakeholders. • A systems-thinking mindset with a passion for mentoring engineers, improving support operations, and building scalable solutions that reduce recurring issues and toil across the customer base.

🏖️ 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