Senior Enterprise Customer Operations Engineer

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

📋 Description

• Lead the resolution of the most technically challenging incidents and escalations within the Customer Support team, facilitating cross-functional investigations across customer architectures, platform capabilities, cloud infrastructure, and application design.

• Act as the primary technical escalation point in Customer Support, triaging complex issues, guiding Enterprise Customer Operations Engineers through intricate troubleshooting processes, and ensuring urgent resolution of critical situations with a high level of technical expertise.

• Create and maintain technical runbooks, support playbooks, automation, and knowledge base resources aimed at enhancing resolution speed, consistency, and team capability.

• Participate in on-call rotations and serve as the senior technical resource during high-severity incidents, coordinating the response across internal teams and providing clear communication to affected customers.

• Identify recurring operational challenges and collaborate with Platform Engineering and Product teams to address root causes, mitigate support burdens, and enhance platform reliability at scale.

• Work in partnership with customer engineering teams to offer expert troubleshooting guidance, architectural context, and operational recommendations to improve long-term customer health.

• Navigate government change control processes, ATO-bounded environments, and classification-level constraints on behalf of customers while coordinating with internal teams.

• Mentor Enterprise Customer Operations Engineers through technical coaching, case reviews, and knowledge sharing, fostering team capability and a culture of operational excellence.

• Collaborate with Implementation Engineering on complex onboarding transitions to ensure operational risks are identified and addressed prior to customers moving into production.

⛳️ Requirements

• 5–8+ years of experience in technical support engineering, DevSecOps, Site Reliability Engineering (SRE), Cloud Infrastructure, or a related technical field, with a proven track record of leading complex customer-facing support engagements.

• Extensive experience in deploying and managing cloud-native applications on Kubernetes, with strong expertise in containerization, Helm, container hardening, service networking, and modern application architectures.

• Strong proficiency with one or more major cloud platforms (AWS GovCloud, Azure Government, or GCP), including experience in supporting and troubleshooting secure cloud-native applications in enterprise or government settings.

• Proven ability to investigate and resolve complex technical issues encompassing infrastructure, networking, Kubernetes, cloud services, security, and application architecture.

• Proficient in container hardening, image security, and CVE remediation in alignment with DoD and government security standards.

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

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

• Exceptional written and verbal communication skills, capable of leading technical support engagements, communicating effectively under pressure, and establishing trusted partnerships with customer engineering teams and internal stakeholders.

• A systems-thinking mindset coupled with a passion for mentoring engineers, enhancing support operations, and developing scalable solutions that minimize recurring issues and toil across the customer base.

🏝️ Benefits

• Competitive Salary

• 100% Healthcare, vision, and dental coverage

• 401(k) with a 3% company contribution

• Additional benefit perks (One Medical membership, mental health resources, and family planning assistance)

• Equity incentive plan

• Tech and office supplies stipend

• Annual professional development stipend

• Flexible paid time off and federal holidays off

• Parental leave

• Work virtually, near one of our hub locations

• Referral Bonus