Senior Enterprise Customer Operations Engineer

🔥 0 minutes ago

⛰️ Colorado, North Carolina, +2 more states – Remote

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

💵 $140k - $190k / year

⏰ Full Time

🟠 Senior

🛠️ Implementation Specialist

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Second Front Systems

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🏛️ Government

SaaS • Defense • Government

Second Front Systems is a public-benefit, venture-backed company that provides mission-critical software solutions primarily to democracies around the world. Their product suite, which includes the 2F Suite, 2F Workshop, 2F Game Warden, and 2F Frontier, simplifies and accelerates the software development and delivery process. The company is trusted by leading software providers and government agencies for its secure DevSecOps solutions, enabling secure software deployment on classified and unclassified networks. Their offerings include tools for secure development, software accreditation, government cloud hosting, and edge deployment, particularly focused on supporting government and defense sectors. Second Front Systems collaborates with partners to make emerging technologies more accessible, accelerating the accreditation and compliance processes and offering solutions that can operate in remote or disconnected environments, such as drones and vehicles.

📋 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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