Sr. Enterprise Customer Operations Engineer

Second Front Systems (2F) is seeking a Senior Enterprise Customer Operations Engineer to lead complex technical support engagements for customers deployed on Game Warden, their FedRAMP High-certified, Kubernetes-native DevSecOps platform. The role involves leading resolution of complex customer issues, serving as a primary technical escalation point, and driving improvements in customer support operations.

Responsibilities:

• Lead resolution of the Customer Support team's most technically complex incidents and escalations, driving cross-functional investigations across customer architectures, platform capabilities, cloud infrastructure, and application design
• Serve as the primary technical escalation point within Customer Support, triaging complex issues, guiding Enterprise Customer Operations Engineers through difficult troubleshooting, and ensuring critical situations are resolved with urgency and technical depth
• Develop and maintain technical runbooks, support playbooks, automation, and knowledge base resources that improve resolution speed, consistency, and team capability
• Participate in on-call rotation and serve as the senior technical resource during high-severity incidents, coordinating response across internal teams and communicating clearly with affected customers
• Identify recurring operational issues and partner with Platform Engineering and Product to address root causes, reduce support burden, and improve platform reliability at scale
• Partner with customer engineering teams to provide expert-level troubleshooting guidance, architectural context, and operational recommendations that improve long-term customer health
• Navigate government change control processes, ATO-bounded environments, and classification-level constraints on behalf of customers and in coordination with internal teams
• Mentor Enterprise Customer Operations Engineers through technical coaching, case reviews, and knowledge sharing that builds team capability and a culture of operational excellence
• Collaborate with Implementation Engineering on complex onboarding transitions to ensure operational risks are identified and addressed before customers move to production

Requirements:

• 5–8+ years of experience in technical support engineering, DevSecOps, Site Reliability Engineering (SRE), Cloud Infrastructure, or a related technical discipline, with a demonstrated history of leading complex customer-facing support engagements
• Deep experience deploying and operating cloud-native applications on Kubernetes, with strong expertise in containerization, Helm, container hardening, service networking, and modern application architectures
• Strong expertise across one or more major cloud providers (AWS GovCloud, Azure Government, or GCP), with experience supporting and troubleshooting secure cloud-native applications in enterprise or government environments
• Demonstrated ability to investigate and resolve complex technical issues spanning infrastructure, networking, Kubernetes, cloud services, security, and application architecture
• Proficiency in container hardening, image security, and CVE remediation in compliance with DoD and government security standards
• 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
• Excellent written and verbal communication skills with the ability to lead technical support engagements, communicate effectively under pressure, and build trusted partnerships with customer engineering teams and internal stakeholders
• A systems-thinking mindset with a passion for mentoring engineers, improving support operations, and building scalable solutions that reduce recurring issues and toil across the customer base
• 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
• 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
• Experience working in a fast-paced startup or high-growth defense technology environment
• Experience serving as a technical escalation point or senior SME for complex customer support or production operations engagements 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 developing support playbooks, runbooks, escalation frameworks, or knowledge management systems that improve team-wide support capability
• Experience with modern observability platforms and monitoring technologies (e.g., Grafana, Prometheus, Loki, Mimir)
• Experience building or contributing to internal tooling, automation, or operational capabilities that reduce support toil
• Familiarity with technologies in our ecosystem, including Kubernetes, Docker, Helm, Istio, Terraform, relational databases, and Git-based development workflows