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.