Customer Support Engineer

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)