Enterprise Customer Operations Engineer

This is a fully remote position, open to applicants in Colorado, +3 more states.

📋 Description

• Act as the main technical liaison for deployed customers, overseeing support requests, resolving incidents, and driving issues to completion within intricate cloud-native settings.

• Analyze and address technical challenges related to Kubernetes, cloud infrastructure, networking, CI/CD pipelines, container setups, application deployments, and platform integrations on Game Warden.

• Engage in an on-call rotation to provide 24/7 support for critical customer environments, responding to incidents with promptness and technical expertise.

• Monitor customer environments, proactively detect potential operational risks, and take preventive measures to avert incidents before they affect customers.

• Elevate complex technical problems to Senior Enterprise Customer Operations Engineers and Platform Engineering, supplying thorough documentation of troubleshooting actions, findings, and customer impact.

• Navigate government change control procedures and ATO-bounded environments, managing changes in alignment with customer operational constraints.

• Contribute to the development of knowledge bases, runbooks, and support documentation to enhance resolution efficiency and empower customers to self-serve effectively.

• Recognize recurring support trends and work collaboratively across functions to implement systemic enhancements to platform reliability and customer operational health.

• Collaborate with Implementation Engineering during customer onboarding to ensure a seamless operational transition and successful production readiness.

⛳️ Requirements

• 3–5+ years of experience in technical support engineering, DevSecOps, Site Reliability Engineering (SRE), Cloud Infrastructure, or a similar technical field, with proven experience supporting customers in production cloud environments.

• Strong background in deploying and managing cloud-native applications on Kubernetes, with working knowledge of containerization, Helm, container security, and modern application architectures.

• Practical experience with one or more leading cloud providers (AWS GovCloud, Azure Government, or GCP) and supporting cloud-native applications in enterprise or government settings.

• Proficient in troubleshooting intricate technical issues across infrastructure, networking, Kubernetes, cloud services, and application layers in customer-facing environments.

• Knowledge of secure software delivery practices and experience operating within highly regulated or compliance-oriented environments (e.g., FedRAMP High, NIST 800-53, DISA Cloud Computing SRG, DoD IL4/IL5/IL6).

• Familiarity with support and incident management tools such as GitLab, PagerDuty, Jira, and GitOps-based incident workflows.

• Excellent written and verbal communication abilities, capable of clearly articulating technical issues, documenting findings, and maintaining constructive customer relationships under pressure.

• A customer-centric approach with a proactive mindset, commitment to continuous learning, and dedication to enhancing the operational health of customer environments.

🏝️ 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