United States onlySecond Front Systems (2F) is seeking a motivated Team Lead for Customer Operations Engineering to join our Customer Operations team. In this role, you will oversee and drive customer configuration and deployment on the Game Warden platform, and lead the development and growth of the customer operations engineering cadre. We are a fast-growing entrepreneurial team working at the convergence of technology and national security. The work will be dynamic and wide-ranging driving the configuration, deployment, and operations of customer applications on Game Warden. You will be a domain expert and team leader, shaping technical processes and growing a talented team.
In this role, you will be a leader within the Customer Operations organization and will report to the Director of Customer Operations. This role sits within the larger Customer Success team. Your role involves implementing and molding strategies outlined by senior leaders, overseeing a team of engineers, and working closely with diverse teams to guarantee a smooth customer experience and deployment. You will oversee the day-to-day activities, prioritize resources, provide technical guidance, and ensure engineering goals are met. You will be an integral part of the escalation team, ensuring that problems are being addressed at the root of the issue while minimizing disruption to customer deployments and operations.
Note: This position requires U.S. citizenship due to government contract requirements.
What You’ll Do
- Lead and mentor a team of DevSecOps engineers focused on customer implementation and customer support escalation, fostering a collaborative and high-performance work environment.
- Provide subject matter expertise in DevSecOps practices, tools, and methodologies including: Kubernetes, Helm, Docker, and Gitlab CI/CD.
- Provide guidance and support to customer technical implementations, ensuring the team meets project deadlines and customer expectations.
- In partnership with technical implementation managers, oversee the delivery of DevSecOps implementation projects, ensuring they are completed on time, within scope, and meet quality standards.
- Act as the escalation technical point of contact for customers, understanding their business requirements, and translating them into effective DevSecOps solutions.
- Develop and maintain strong customer relationships through regular communication, status updates, and project reviews.
- Ensure compliance with security policies, standards, and regulatory requirements throughout the project lifecycle.
- Collaborate with the sales team to assess resource requirements for upcoming projects.
- Collaborate with cross-functional teams to align project goals with broader organizational objectives.
- Stay abreast of industry trends and advancements in DevSecOps to continually enhance service offerings.
- Identify potential risks in project delivery and develop mitigation strategies.
- Efficiently allocate resources, balance workloads, and maximize team productivity.
- Implement best practices and continuous improvement initiatives within the DevSecOps implementation practice.
- Gather feedback from customers and team members to enhance service delivery processes
- Provide thought leadership and development of technological solutions and advancements with regards to implementation
Skills You’ll Bring to Our Team
- Extensive experience leading successful engineering/customer facing teams and delivering impactful results in a high-growth environment.
- Understanding of cloud technologies, containerization, and software development with specific domain expertise on Kubernetes, Helm, Docker, and Gitlab CI/CD.
- Ability to inspire and motivate teams, build trust, and foster a collaborative culture while messaging about how people's efforts make a difference to the broader organization.
- Analytical thinking and a strong understanding of using data to inform engineering decisions.
- Exceptional problem-solving skills and the ability to address complex challenges.
- Commitment to exploring innovative solutions and tackling challenges beyond the immediate area.
- Effective communication skills with senior management and executive teams.
- A humble, collaborative, and team-first spirit focused on team growth and a passion for mission and innovation.
- Ability to break down ambiguous problems into well-reasoned and novel solutions.
- Willingness to explore and take initiatives outside the scope of your area.
- Proven ability to present your team’s work to senior management/executive teams.
Preferred Qualifications
- Demonstrate a deep understanding of customer needs and preferences, using customer insights to shape strategies, feature requests, and user experiences that drive customer satisfaction and retention.
- Demonstrate a commitment to continuous learning, staying abreast of industry trends, emerging technologies, and engineering best practices to drive innovation and competitive advantage.
- Have a strong interest in matters of national security.
As a public benefit corporation, we’re a team of purpose-driven trailblazers transforming the future of U.S. national security. We hire the best to do their best, and, as such, we are committed to providing the perks and benefits you need to be successful—both in- and outside the workplace.
We offer you:Competitive Salary100% Healthcare, vision and dental coverage401(k) + 3% company contributionWellness perks (Fitness classes, mental health resources)Equity incentive planTech + office supplies stipendAnnual professional development stipendFlexible paid time off + federal holidays offParental leaveWork from anywhereReferral Bonus
Visit our careers page to learn more.
WHO WE AREAt Second Front Systems (2F), we equip defense and national security professionals for long-term, continuous competition for access to emerging technologies. Founded by two former U.S. Marines with firsthand experience of the dangers outdated technology poses in combat, our team is dedicated to fast-tracking government access to disruptive, commercially-proven technology for U.S. national security missions.
Our Game Warden product, a fully managed and compliant DevSecOps platform, accelerates the process for accrediting software as a service (SaaS) applications for government use.
Learn how 2F can help you make an impact on national security missions at www.secondfront.com
ONE LAST THING…Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria
We strongly encourage you to apply if you’re interested—We'd love to know how you can amplify our team with your unique experience.
