Enterprise Customer Operations Engineer

Second Front Systems, Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the primary technical point of contact for customers operating on Game Warden, a FedRAMP High-certified, Kubernetes-native DevSecOps platform deployed across classified and unclassified U.S. government networks.
• Resolve incidents and troubleshoot complex technical issues spanning Kubernetes, cloud infrastructure, networking, CI/CD pipelines, container configurations, application deployments, and platform integrations in production environments.
• Participate in a 24/7 on-call rotation to respond to mission-critical incidents with urgency and technical precision, ensuring uninterrupted access for warfighters and national security professionals.
• Proactively monitor customer environments to identify emerging operational risks and take preventive action to avoid service disruptions before they impact mission-critical applications.
• Escalate unresolved or complex technical issues to Senior Enterprise Customer Operations Engineers and Platform Engineering teams with clear documentation of troubleshooting steps, findings, and customer impact.
• Navigate government change control processes and ATO-bounded environments, coordinating platform changes in strict compliance with customer operational constraints and federal security protocols.
• Contribute to the development and maintenance of knowledge base articles, runbooks, and support documentation to improve resolution speed and enable customer self-service.
• Identify recurring support patterns and collaborate cross-functionally with Implementation Engineering, Platform Engineering, Product, and Mission Success teams to drive systemic improvements in platform reliability and customer operational health.
• Coordinate with Implementation Engineering during customer onboarding transitions to ensure smooth handoffs and successful production readiness for new deployments.
• Work within highly regulated environments including FedRAMP High, NIST 800-53, DISA Cloud Computing SRG, and DoD IL4/IL5/IL6 compliance frameworks.
• Utilize support and incident management tooling such as GitLab, PagerDuty, Jira, and GitOps-based workflows to manage tickets, track incidents, and maintain operational transparency.
• Maintain clear, professional communication with customers under pressure, explaining technical issues accurately and documenting findings for internal and external stakeholders.
• Demonstrate a customer-first mindset with a bias toward action, continuous learning, and improving the operational health of customer environments.
• Operate in a remote capacity while residing in one of the approved hiring hubs: DC/Maryland/Virginia, Raleigh/Durham/Chapel Hill, NC, Denver/Colorado Springs, CO, or Dallas/Fort Worth, TX.

🎯 Requirements

• 3–5+ years of experience in technical support engineering, DevSecOps, Site Reliability Engineering (SRE), Cloud Infrastructure, or a related technical discipline with production cloud environment support.
• Solid experience deploying and operating cloud-native applications on Kubernetes, including containerization, Helm, and container hardening.
• Hands-on experience with AWS GovCloud, Azure Government, or GCP in enterprise or government environments.
• Experience troubleshooting complex issues across infrastructure, networking, Kubernetes, cloud services, and application layers in customer-facing settings.
• Familiarity with FedRAMP High, NIST 800-53, DISA Cloud Computing SRG, or DoD IL4/IL5/IL6 compliance frameworks.
• Experience using support and incident management tools such as GitLab, PagerDuty, and Jira.

🏖️ Benefits

• Competitive salary ranging from $130,000 to $190,000, with potential for equity awards and discretionary bonuses.
• 100% coverage for healthcare, vision, and dental insurance.
• 401(k) plan with 3% company contribution.
• Tech and office supplies stipend.
• Annual professional development stipend.
• Flexible paid time off plus federal holidays off.
• Parental leave.
• One Medical membership, mental health resources, and family planning assistance.
• Referral bonus program.
• Work virtually near one of the approved hiring hubs.

Skills & Technologies

TypeScript

AWS

Azure

GCP

Docker

Remote

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Second Front Systems, Inc.

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About Second Front Systems, Inc.

Second Front Systems provides software delivery and security accreditation services for the U.S. Department of Defense and federal agencies. The company operates Game Warden, a DevSecOps platform that automates Authority to Operate processes, accelerates software deployment, and maintains continuous compliance monitoring. It integrates security controls, vulnerability scanning, and cloud hosting to enable commercial technology companies to deliver applications to classified and unclassified government networks efficiently.

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