Customer Support Engineer
Second Front Systems
Customer Service
Remote
Posted on Saturday, June 1, 2024
ABOUT THE ROLE
Second Front Systems (2F) is seeking a motivated Customer Support Engineer (CSE) to support our team. We are a fast-growing entrepreneurial team working at the convergence of technology and national security. The work will be dynamic and wide-ranging, working with sales and marketing, product and growth teams, and most importantly our customers, supporting the deployment and scale of our Game Warden platform and future product offerings.
The CSE will work on technical issues with customers as they onboard and deploy their applications on our Game Warden platform. You will support customers through onboarding and deployment processes, working collaboratively with customer success and implementation teams, and coordinating with product development teams throughout the process.
Note: This position requires U.S. citizenship.
What You’ll Do
- Provide exceptional technical support to our customers through GitLab tickets
- Troubleshoot customer issues with our products and services, leveraging your knowledge of DevOps principles and practices.
- Collaborate with internal teams (engineering, security, and product) to diagnose and resolve complex technical problems.
- Document technical solutions and processes to ensure knowledge sharing and continuous improvement.
- Identify and escalate critical issues to the appropriate teams in a timely manner.
- Proactively research and stay up-to-date on the latest industry trends and technologies.
- Contribute to the development and improvement of our customer support knowledge base.
- Maintain a positive and professional demeanor while providing excellent customer service.
Skills You’ll Bring to Our Team
- Minimum two years of experience in customer support engineering or technical role
- Proven experience troubleshooting and resolving complex technical issues with AWS, Kubernetes, Docker, Helm, and GCP.
- Strong understanding of DevOps principles and practices, including automation, configuration management, and continuous integration/continuous delivery (CI/CD).
- Excellent communication, interpersonal, and problem-solving skills.
- Experience working with AWS, Kubernetes, Docker, Helm, GCP and supporting SAAS applications with complex deployment models
- Ability to work independently and as part of a team
- Strong analytical and critical thinking skills.
- Proficiency in a variety of technical tools and software (e.g., ticketing systems, knowledge base platforms, collaboration tools).
- A passion for technology and a desire to learn and grow.
Preferred Qualifications
- Bachelor’s Degree in Computer Science or related field
- Ability to communicate, present, and influence credibility and effectively at all levels of the organization
- Experience working in a startup environment, demonstrating skills in prioritizing tasks, wearing multiple hats, and working collaboratively in a cross-functional team
- Ability to adopt, create, and iterate on changing procedures in near-real timeKnowledge of DevSecOps tools and practices
- Ability to obtain DoD 8570 certification
- Active Security Clearance (TS-SCI)
Perks & Benefits
This role is full time. As a public benefit corporation, we’re a team of purpose-driven trailblazers transforming the future of U.S. national security. We hire the best to do their best and, as such, we are committed to providing the perks and benefits you need to be successful—both in- and outside the workplace.
We offer you:
Competitive Salary
100% Healthcare, vision and dental coverage
401(k) + 3% company contribution
Wellness perks (Fitness classes, mental health resources)
Equity incentive plan
Tech + office supplies stipend
Annual professional development stipend
Flexible paid time off + federal holidays off
Parental leave
Work from anywhere
WHO WE ARE
At Second Front Systems (2F), we equip defense and national security professionals for long-term, continuous competition for access to emerging technologies. Founded by two former U.S. Marines with firsthand experience of the dangers outdated technology poses in combat, our team is dedicated to fast-tracking government access to disruptive, commercially-proven technology for U.S. national security missions.
Our Game Warden product, a fully managed and compliant DevSecOps platform, accelerates the process for accrediting software as a service (SaaS) applications for government use.
Learn how 2F can help you make an impact on national security missions at www.secondfront.com
ONE LAST THING…
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria. We strongly encourage you to apply if you’re interested—We'd love to know how you can amplify our team with your unique experience.
