About the Role
Second Front Systems (2F) is seeking a Senior Enterprise Customer Operations Engineer to lead complex technical support engagements for customers deployed on Game Warden, our FedRAMP High-certified, Kubernetes-native DevSecOps platform. You will lead the resolution of the most technically complex customer issues, serve as the primary technical escalation point, and drive systemic improvements to support operations.
What You’ll Do
- Lead resolution of complex technical incidents and drive cross-functional investigations across cloud infrastructure and application design.
- Serve as the primary technical escalation point, triaging issues and guiding team members through difficult troubleshooting.
- Develop and maintain technical runbooks, support playbooks, and automation resources to improve resolution efficiency.
- Participate in on-call rotations and coordinate responses during high-severity incidents.
- Partner with Platform Engineering and Product teams to address root causes and improve platform reliability at scale.
- Mentor engineers through technical coaching and case reviews to foster operational excellence.
- Navigate government change control processes and classification-level constraints.
Skills You’ll Bring
- 5–8+ years of experience in technical support, DevSecOps, or Site Reliability Engineering (SRE).
- Deep expertise in cloud-native applications, Kubernetes, containerization, Helm, and service networking.
- Strong experience with major cloud providers such as AWS GovCloud, Azure Government, or GCP.
- Proficiency in container hardening, image security, and CVE remediation.
- Familiarity with compliance-driven environments like FedRAMP High, NIST 800-53, and DISA Cloud Computing SRG.
- Experience with incident management tooling including GitLab, PagerDuty, Jira, and GitOps workflows.