Customer Support Engineer
About The Position
We're looking for an experienced Customer Support Engineer to serve as Tier 2 support for Impart Security's growing customer base. You'll be the technical expert who helps customers successfully operationalize our Application Protection Platform in complex production environments. Your Impact Serve as the escalation point for complex technical issues requiring deep systems expertise Enable customer success through expert guidance on platform implementation and optimization Solve sophisticated operational challenges that help customers maximize security coverage and performance Bridge the gap between customer environments and our engineering team for critical issues
Requirements
- 5+ years of systems administration experience with focus on production operations and troubleshooting
- Deep expertise with Kubernetes, including advanced networking, service mesh integration, and troubleshooting
- Strong knowledge of API gateways and proxies (Nginx, Envoy, Kong) including configuration and performance tuning
- Experience with eBPF technology and kernel-level debugging for network and security applications
- Proficiency with monitoring and observability tools, particularly Datadog, for performance analysis and troubleshooting
- Understanding of modules, plugins, and extensibility frameworks for network infrastructure components
- Experience troubleshooting complex service interruptions in distributed systems
- Excellent customer-facing communication skills with ability to explain complex technical concepts clearly to diverse audiences
- Strong empathy and patience when working with customers during high-stress situations like production outages
- Proven ability to remain calm under pressure and provide reassuring guidance during critical incidents
- Strong problem-solving skills with collaborative approach to working with customer teams
Nice To Haves
- Lead customer implementation projects for complex enterprise deployments
- Develop advanced troubleshooting guides and operational best practices documentation
- Contribute to platform reliability improvements based on customer operational insights
- Participate in customer architecture reviews and deployment planning sessions
Responsibilities
- Provide expert Tier 2 technical support for complex installation, configuration, and operational issues
- Troubleshoot service interruptions and performance problems in customer production environments
- Guide customers through advanced deployment scenarios involving Kubernetes, service meshes, and API gateways
- Analyze system performance using monitoring tools like Datadog to identify optimization opportunities
- Collaborate with engineering teams to resolve platform issues and implement customer-requested improvements
Benefits
- Competitive salary with performance bonuses for exceptional customer impact
- Comprehensive benefits and flexible work arrangements
- Opportunity to become a subject matter expert in application security operations
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Professional, Scientific, and Technical Services
Education Level
No Education Listed
Number of Employees
11-50 employees
