Customer Support EngineerImpart Security Inc. • San Francisco, CA, United States

Customer Support Engineer

Impart Security Inc. • San Francisco, CA, United States

[job_card.30_days_ago]

[job_preview.job_type]

[job_card.full_time]

[job_card.job_description]

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.

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