Senior Manager, Premium Support Engineer (Databolt) - Capital One Software (Remote)

Capital One is a financial services company, and they are seeking a Premium Support Engineer to serve as the primary technical authority for their highest-priority enterprise customers. The role involves bridging software engineering and technical account management to ensure the success of customers operating in restricted environments.

Responsibilities:

• Serve as the "Single Point of Contact" for all technical inquiries, providing accelerated response times (e.g., 1-hour P1 response) tailored to the customer’s specific network topology
• Lead Monthly and Quarterly Business Reviews (MBR/QBR) to report on incident trends, root cause analysis (RCA), and overall system health
• Advocate for customer feature requests within the Databolt product roadmap to solve unique air-gapped or hybrid-SaaS challenges
• Manage the full lifecycle of self-hosted Data Plane instances, including zero-downtime upgrades and version parity management
• Proactively monitor local telemetry and performance metrics (TPS, latency drift) using Prometheus or similar tools to identify bottlenecks before they impact production
• Own the P1/P2 incident response process, driving rapid remediation within restricted environments where external cloud access is limited
• Architect and simulate the customer’s internal Kubernetes/EKS environment to validate patches and configuration bundles prior to production deployment
• Design and implement secure "manual sync" protocols for delivering dynamic code libraries and Docker images to air-gapped systems
• Collaborate with customer Data Architects to design custom Access Policies, RBAC groups, and Field Templates that align with internal governance

Requirements:

• Bachelor's Degree
• At least 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)
• At least 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) to provision, replicate, and tear down customer cloud environments in internal sandboxes
• At least 3 years of experience programming with Java, Python, Go, or PySpark SDKs
• At least 3 years of experience with enterprise data platforms (Snowflake, Databricks)
• 10+ years of experience in IT, DevOps, or Software Engineering
• Experience supporting highly regulated (PCI-DSS, GDPR, CCPA) financial service environments
• 7+ years of experience troubleshooting distributed systems in zero-access, air-gapped, or highly restricted self-hosted environments, relying on sanitized logs, CLI diagnostic outputs, and asynchronous screen-shares
• 5+ years of experience acting as a P1 Incident Commander, with the ability to lead high-stakes 'War Rooms,' manage executive communications, and navigate Shared Responsibility Model disputes with enterprise Infosec teams
• At least 4+ years experience with metadata management in enterprise data platforms like Snowflake (SPCS, Native Apps) and Databricks (Unity Catalog)
• Experience with vaultless tokenization or advanced cryptographic primitives (AES-256, FPE)
• Proficiency with Helm charts, Docker image hardening, and automated CI/CD pipelines