Customer Support Engineer

Summary

Join Second Front Systems (2F) as a Customer Support Engineer and play a pivotal role in supporting our Game Warden platform, a leading tool for secure SaaS adoption in the U.S. government. You will provide exceptional technical support, troubleshoot complex issues, collaborate with internal teams, and contribute to knowledge base improvement. This position requires U.S. citizenship and offers a competitive salary and benefits package. We are a fast-growing company committed to innovation and national security, offering a dynamic and purpose-driven work environment. You will leverage your DevOps expertise and contribute to a team that values ingenuity and collaboration. This is an opportunity to shape the future of software delivery and security in the defense sector.

Requirements

• Minimum two years of experience in customer support engineering or technical role
• Proven experience troubleshooting and resolving complex technical issues with Kubernetes, Docker, Helm, and cloud platforms like AWS, Azure, 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, Azure, 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
• U.S. citizenship

Responsibilities

• Provide exceptional technical support to our customers through ticketing systems and chat tools
• 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

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 time
• Knowledge of DevSecOps tools and practices
• Ability to obtain DoD 8570 certification

Benefits

• 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
• Referral Bonus