Senior Manager, Premium Support Engineer – Databolt
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Job Description
Premium Support Engineer at Capital One Software acting as a technical authority for enterprise customers. Bridging software engineering and account management for successful customer engagements.
Responsibilities:
- Serve as the "Single Point of Contact" for all technical inquiries, providing accelerated response times 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.
- 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 using Prometheus or similar tools.
- Own the P1/P2 incident response process, driving rapid remediation within restricted environments.
- Architect and simulate the customer’s internal Kubernetes/EKS environment.
- 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).
Benefits:
- Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
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