Senior Manager, Premium Support Engineer – Databolt

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Act as the primary point of contact for all technical inquiries, ensuring rapid response times (e.g., 1-hour P1 response) customized to the customer’s specific network setup.

• Conduct Monthly and Quarterly Business Reviews (MBR/QBR) to present on incident trends, root cause analysis (RCA), and the overall health of the system.

• Champion customer feature requests within the Databolt product roadmap to address unique air-gapped or hybrid-SaaS challenges.

• Oversee the complete lifecycle of self-hosted Data Plane instances, which includes zero-downtime upgrades and management of version parity.

• Proactively track local telemetry and performance metrics (TPS, latency drift) using Prometheus or similar tools to detect bottlenecks before they affect production.

• Manage the P1/P2 incident response process, facilitating swift remediation within constrained environments where external cloud access is restricted.

• Design and simulate the customer’s internal Kubernetes/EKS environment to validate patches and configuration bundles prior to deployment in production.

• Create and implement secure 'manual sync' protocols for the delivery of dynamic code libraries and Docker images to air-gapped systems.

• Work in collaboration with customer Data Architects to develop custom Access Policies, RBAC groups, and Field Templates that align with internal governance.

⛳️ Requirements

• Bachelor’s Degree

• Minimum of 7 years of experience in technical account management, enterprise B2B support, or customer-facing engineering roles.

• At least 5 years of experience with AWS (Multi-AZ, EKS, KMS, Secrets Manager).

• A minimum of 5 years of experience in security and networking, including knowledge of mTLS, JWT, OAuth, and Data Loss Prevention (DLP) configurations in restricted VPC environments.

• At least 3 years of experience with Infrastructure as Code (Terraform, AWS CloudFormation) for provisioning, replicating, and decommissioning customer cloud environments in internal sandboxes.

• A minimum of 3 years of programming experience with Java, Python, Go, or PySpark SDKs.

• At least 3 years of experience with enterprise data platforms (Snowflake, Databricks).

🏝️ Benefits

• Capital One provides a comprehensive, competitive, and inclusive array of health, financial, and other benefits that support your overall well-being.