Mission Support Engineer

Summary

Join our team as a Mission Support Engineer and manage Unicorn Delivery Service (UDS) deployments, create training materials, and train clients on our software. The ideal candidate possesses strong customer relationship management skills, technical expertise, and a passion for customer success. Responsibilities include providing technical support, adhering to SLAs, developing training programs, conducting training sessions, serving as the primary customer contact, coordinating user onboarding, understanding Defense Unicorns products, gathering customer feedback, assisting in discovery efforts, collaborating with cross-functional teams, analyzing data, optimizing delivery strategies, experimenting with new technologies, and contributing to a culture of innovation. The position requires strong technical skills, experience in customer success or technical support, analytical skills, excellent communication, self-motivation, and the ability to work independently. Preferred qualifications include full-stack development experience, understanding of continuous delivery and agile principles, experience with Kubernetes, Helm, and containers, and a DoD IAT Lvl 2 certification. Less than 25% travel is expected.

Responsibilities

• Provide technical support to customers, troubleshooting and resolving issues related to UDS
• Adhere to our SLA terms and conditions including on-call support as needed for UDS issues in customer environments
• Develop and deliver training programs tailored to the needs of our customers
• Conduct remote and on-site training sessions to demonstrate software features and best practices
• Serve as the primary point of contact for customer inquiries, issues, and feedback
• Coordinate user onboarding for upcoming events
• Understand Defense Unicorns products and delivery philosophy
• Gather feedback from the community and provide insights to internal teams to help improve products and services
• Assist the team in discovery and framing efforts across the industry
• Collaborate with cross-functional teams for brainstorming, research, and innovative software deployment processes
• Analyze data, generate insights, and present findings to the team to drive process improvement
• Iterate and optimize delivery strategies based on data-driven insights and feedback
• Experiment with new tools, techniques, and technologies to improve growth outcomes
• Contribute to a culture of innovation and continuous improvement within the organization
• Develops and executes product marketing strategies
• Assist with demonstration and content creation on products

Preferred Qualifications

• Strong technical skills with the ability to troubleshoot and resolve customer issues in the software platform layer
• Proven experience in customer success, technical support, or a related role
• Strong analytical skills and the ability to interpret complex data for informed decision-making
• Excellent communication skills and effectiveness in a remote team environment
• Self-motivated, proactive, and able to work independently with minimal supervision
• Experience with full-stack development
• Understanding of continuous delivery and agile principles
• Experience with Kubernetes, Helm, and Containers
• Willingness to travel as needed for on-site training and support
• DoD IAT Lvl 2 certification (such as Security Plus)
• A DoD Secret or higher clearance is not required but preferred

Benefits

• Medical/Dental/Vision
• Premiums are 100% Company Paid
• Health Reimbursement Account
• Life Insurance
• Disability Insurance
• 401k Retirement Plan
• Company Stock Options
• Home Office Budget
• Unlimited paid time off, with a mandatory 10 days off on top of 11 federal government holidays, week of Thanksgiving, last two weeks of December (including New Year’s Day)
• Paid Parental Leave
• Reimbursement for approved trainings/subscriptions
• Conferences (travel, lodging, and fees)