Customer Support Engineer
We're looking for an experienced Customer Support Engineer to serve as Tier 2 support for Impart Security's growing customer base. You'll be the technical expert who helps customers successfully operationalize our Application Protection Platform in complex production environments.
Your Impact
- Serve as the escalation point for complex technical issues requiring deep systems expertise
- Enable customer success through expert guidance on platform implementation and optimization
- Solve sophisticated operational challenges that help customers maximize security coverage and performance
- Bridge the gap between customer environments and our engineering team for critical issues
Your Core Responsibilities
- Provide expert Tier 2 technical support for complex installation, configuration, and operational issues
- Troubleshoot service interruptions and performance problems in customer production environments
- Guide customers through advanced deployment scenarios involving Kubernetes, service meshes, and API gateways
- Analyze system performance using monitoring tools like Datadog to identify optimization opportunities
- Collaborate with engineering teams to resolve platform issues and implement customer-requested improvements
Additional Opportunities
- Lead customer implementation projects for complex enterprise deployments
- Develop advanced troubleshooting guides and operational best practices documentation
- Contribute to platform reliability improvements based on customer operational insights
- Participate in customer architecture reviews and deployment planning sessions
What You'll Bring
- 5+ years of systems administration experience with focus on production operations and troubleshooting
- Deep expertise with Kubernetes, including advanced networking, service mesh integration, and troubleshooting
- Strong knowledge of API gateways and proxies (Nginx, Envoy, Kong) including configuration and performance tuning
- Experience with eBPF technology and kernel-level debugging for network and security applications
- Proficiency with monitoring and observability tools, particularly Datadog, for performance analysis and troubleshooting
- Understanding of modules, plugins, and extensibility frameworks for network infrastructure components
- Experience troubleshooting complex service interruptions in distributed systems
- Excellent customer-facing communication skills with ability to explain complex technical concepts clearly to diverse audiences
- Strong empathy and patience when working with customers during high-stress situations like production outages
- Proven ability to remain calm under pressure and provide reassuring guidance during critical incidents
- Strong problem-solving skills with collaborative approach to working with customer teams
Why You'll Love It Here
- Solve complex technical challenges at the intersection of security and infrastructure
- Work directly with cutting-edge technologies like eBPF and service mesh
- Collaborate with world-class engineering teams on platform improvements
- Competitive salary with performance bonuses for exceptional customer impact
- Comprehensive benefits and flexible work arrangements
- Opportunity to become a subject matter expert in application security operations
No third party recruiters, please. Direct applications only.
