Senior Support Engineer

Summary: As a Premium Support Engineer, you will be the primary technical authority and strategic partner for our highest-priority enterprise customers. You will bridge the gap between high-scale software engineering and white-glove technical account management, specifically driving success for customers operating in air-gapped and self-hosted environments. You are not just a support contact; you are a "local guide" embedded within the customer's journey, ensuring their vaultless tokenization architecture is deterministic, resilient, and performant at a scale of billions of daily operations. Key Responsibilities: 1. Strategic Technical Advocacy (Live BAU) - Serve as the "Single Point of Contact" for all technical inquiries, providing accelerated response times (e.g., 1-hour P1 response) 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 to solve unique air-gapped or hybrid-SaaS challenges. 2. Post-Live Operations & Resilience - 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 (TPS, latency drift) using Prometheus or similar tools to identify bottlenecks before they impact production. - Own the P1/P2 incident response process, driving rapid remediation within restricted environments where external cloud access is limited. 3. Ecosystem Hardening (Pre-Live Readiness) - Architect and simulate the customer's internal Kubernetes/EKS environment to validate patches and configuration bundles prior to production deployment. - 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. Basic Qualifications: - 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). Preferred Qualifications: - 10+ years of experience in IT, DevOps, or Software Engineering. - Experience supporting highly regulated (PCI-DSS, GDPR, CCPA) financial service environments. - 7+ years of experience troubleshooting distributed systems in zero-access, air-gapped, or highly restricted self-hosted environments, relying on sanitized logs, CLI diagnostic outputs, and asynchronous screen-shares. - 5+ years of experience acting as a P1 Incident Commander, with the ability to lead high-stakes "War Rooms," manage executive communications, and navigate Shared Responsibility Model disputes with enterprise Infosec teams. - At least 4+ years experience with metadata management in enterprise data platforms like Snowflake (SPCS, Native Apps) and Databricks (Unity Catalog). - Experience with vaultless tokenization or advanced cryptographic primitives (AES-256, FPE). - Proficiency with Helm charts, Docker image hardening, and automated CI/CD pipelines.