Enterprise Customer Operations Engineer
About The Position
Second Front Systems (2F) is seeking an Enterprise Customer Operations Engineer to support customers deployed on Game Warden, our FedRAMP High-certified, Kubernetes-native DevSecOps platform deployed across classified and unclassified government networks. Our customers are warfighters and national security professionals who depend on seamless platform access. Failure is not an option—and neither is a slow or broken support response. As an Enterprise Customer Operations Engineer on the Customer Support team, you will serve as the primary technical point of contact for customers operating on Game Warden—resolving incidents, troubleshooting complex technical issues, and ensuring the continued health and performance of customer environments. You'll work closely with Implementation Engineering, Platform Engineering, Product, and Mission Success to deliver reliable, high-quality operational support that keeps mission-critical applications running across DoD, IC, and government networks. This role is for engineers who thrive in dynamic, mission-critical support environments, enjoy diagnosing complex problems across cloud-native infrastructure, and understand that the people on the other side of the ticket are depending on us. Our mission extends beyond resolving tickets—we strive to reduce customer friction, improve platform reliability, and build the operational knowledge that makes every customer interaction faster and more effective. Note: This position requires the ability to obtain and maintain a DoD Top Secret security clearance. Candidates holding an active or interim DoD TS eligible clearance (or higher) are strongly preferred. Due to the strict federal security requirements for this role, U.S. citizenship is required. Additionally, candidates must reside in one of our approved hiring hubs: DC/Maryland/Virginia Raleigh/Durham/Chapel Hill, NC Denver/Colorado Springs, CO Dallas/Fort Worth, TX
Requirements
- 3–5+ years of experience in technical support engineering, DevSecOps, Site Reliability Engineering (SRE), Cloud Infrastructure, or a related technical discipline, with demonstrated experience supporting customers in production cloud environments.
- Solid experience deploying and operating cloud-native applications on Kubernetes, with working knowledge of containerization, Helm, container hardening, and modern application architectures.
- Hands-on experience with one or more major cloud providers (AWS GovCloud, Azure Government, or GCP) and experience supporting cloud-native applications in enterprise or government environments.
- Experience troubleshooting complex technical issues spanning infrastructure, networking, Kubernetes, cloud services, and application layers in customer-facing environments.
- 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.
- Strong written and verbal communication skills with the ability to clearly explain technical issues, document findings, and maintain productive customer relationships under pressure.
- A customer-first mindset with a bias toward action, continuous learning, and improving the operational health of customer environments.
Nice To Haves
- Experience working in a fast-paced startup or high-growth defense technology environment.
- Experience providing technical support for Kubernetes-based or cloud-native enterprise software platforms in government or DoD environments.
- Direct experience supporting DoD, IC, or federal civilian customers in a SaaS/PaaS context, ideally at classified or high-baseline authorization levels.
- Familiarity with Zero Trust architecture principles and their application in government cloud environments.
- Familiarity with ATO processes, government change management, and the operational constraints unique to classified or ATO-bounded environments.
- Experience with modern observability platforms and monitoring tools (e.g., Grafana, Prometheus, Loki, Mimir).
- Familiarity with CI/CD pipelines, GitLab workflows, and software delivery automation.
- Familiarity with technologies in our ecosystem, including Kubernetes, Docker, Helm, Istio, Terraform, relational databases, and Git-based development workflows.
- Experience developing support runbooks, knowledge base articles, or customer-facing technical documentation.
Responsibilities
- Serve as the primary technical point of contact for deployed customers, managing support requests, troubleshooting incidents, and driving issues to resolution across complex cloud-native environments.
- Investigate and resolve technical issues spanning Kubernetes, cloud infrastructure, networking, CI/CD pipelines, container configurations, application deployments, and platform integrations on Game Warden.
- Participate in on-call rotation to ensure 24/7 coverage for mission-critical customer environments, responding to incidents with urgency and technical depth.
- Monitor customer environments, proactively identify emerging operational risks, and take action to prevent incidents before they impact customers.
- Escalate complex technical issues to Senior Enterprise Customer Operations Engineers and Platform Engineering with clear documentation of troubleshooting steps, findings, and customer impact.
- Navigate government change control processes and ATO-bounded environments, coordinating changes in compliance with customer operational constraints.
- Contribute to knowledge base development, runbooks, and support documentation that improve resolution speed and enable customers to self-serve effectively.
- Identify recurring support patterns and collaborate cross-functionally to drive systemic improvements to platform reliability and customer operational health.
- Coordinate with Implementation Engineering during customer onboarding transitions to ensure a smooth operational handoff and successful production readiness.
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
- Referral Bonus
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
