VP of Customer Support and Implementations

Second Front Systems, Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Lead and develop a multi-functional team of Customer Support Engineers, Customer Operations Engineers, and Implementation Engineers, managing managers and holding them accountable to outcomes, not just activity.
• Establish clear ownership structures, escalation paths, and performance expectations across both Customer Support and Technical Implementations functions.
• Define and own the customer support strategy, operating model, SLAs, and service tiers for government, IC, and DoD customers operating across classified and unclassified environments.
• Build and maintain support infrastructure—including tooling, workflows, escalation frameworks, and on-call rotations—that operates effectively across classification levels and ATO-bounded systems.
• Define, track, and report on KPIs including SLA performance, MTTR, resolution rates, backlog health, and CSAT, using data to drive decisions and resource allocation.
• Own incident response coordination to ensure rapid, technically deep responses to mission-critical platform issues affecting warfighters and national security professionals.
• Partner with Mission Success, Engineering, and Product teams to close the loop on customer-reported issues, driving root cause resolution rather than mere ticket closure.
• Own the end-to-end technical implementation function: strategy, resourcing, execution, and quality assurance for all new customer onboarding and platform deployments.
• Ensure implementations are delivered on time, within scope, and compliant with FedRAMP High, DoD IL4/IL5/IL6 standards and government security requirements.
• Build repeatable, scalable implementation methodologies and playbooks that reduce time-to-deployment without compromising quality or compliance.
• Coordinate resource allocation across concurrent implementation projects, balancing capacity between support demands and delivery commitments.
• Serve as the senior executive voice of the customer to the CTO and broader leadership team, synthesizing field intelligence, support trends, and implementation blockers into strategic recommendations.
• Partner with Sales and Mission Success to define post-sale handoff expectations, success criteria, and customer health metrics.
• Represent the Customer Support and Implementations function in executive planning, roadmap prioritization, and resource allocation discussions.
• Drive a culture of technical excellence, mission focus, accountability, and continuous improvement across the organization.
• Own headcount planning, hiring, onboarding, and talent development for the combined function in partnership with the CTO and People team.
• Operate in a high-stakes environment where failure is not an option, supporting a FedRAMP High-certified, Kubernetes-native DevSecOps platform deployed across classified government networks.
• Maintain rigorous operational discipline in environments with strict change control, ATO processes, and classification-level constraints.
• Communicate fluently with engineers on Kubernetes cluster behavior, deployment pipelines, and platform architecture, and triage complex technical issues alongside the team.
• Bring a data-driven operating style: set targets, build dashboards, and make evidence-based decisions on process, staffing, and tooling.
• Inherit and elevate an existing capable foundation to match the pace of customer growth and operational complexity.

🎯 Requirements

• 12+ years of experience in technical customer support, customer success, or professional services, with 7+ years in people leadership including managing managers and senior ICs
• Proven track record of building and scaling post-sale organizations (support + implementations) in a high-growth SaaS or PaaS environment
• Technically credible: ability to engage in substantive technical conversations about Kubernetes, deployment pipelines, and platform architecture
• Familiarity with government cloud environments (AWS GovCloud, Azure Government, GCP) and operational constraints of government customers (change control, ATO, classification levels)
• Demonstrated ability to define and operate against mission-critical SLAs in high-uptime environments
• Executive presence and communication skills to brief CTOs, DoD program offices, and executive leadership

🏖️ Benefits

• Competitive salary between $240,000–$280,000
• 100% healthcare, vision, and dental coverage
• 401(k) with 3% company contribution
• Equity incentive plan
• Tech + office supplies stipend
• Annual professional development stipend
• Flexible paid time off + federal holidays off
• Parental leave
• Work virtually, near one of approved hub locations (DC/MD/VA, Raleigh/Durham/Chapel Hill, NC, Denver/Colorado Springs, CO, Dallas/Fort Worth, TX)
• Referral bonus
• One Medical membership, mental health resources, and family planning assistance

Skills & Technologies

TypeScript

AWS

Azure

GCP

Kubernetes

Remote

$240k-280k

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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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