Enterprise Customer Operations Engineer

Role Overview

• 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.

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.

Tech Stack

• AWS
• Azure
• Cloud
• Google Cloud Platform
• Kubernetes

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