Customer Support Engineer

Madrona Venture Labs; San Francisco (CA); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Competitive salary with bonuses

Comprehensive benefits

Flexible work arrangements

Job summary

Madrona Venture Labs is seeking an experienced Customer Support Engineer to act as Tier 2 support for its growing customer base. You will be the technical expert helping customers operationalize the Application Protection Platform in complex production environments.

You will escalate complex issues, guide deployment with Kubernetes and API gateways, and work with engineering on critical incidents to improve platform reliability.

Qualifications

• 5+ years of systems administration experience focusing on production operations and troubleshooting.
• Deep expertise with Kubernetes including networking and service mesh troubleshooting.
• Strong knowledge of API gateways and proxies (Nginx, Envoy, Kong) and performance tuning.
• Experience with eBPF technology and kernel-level debugging for network/security apps.
• Proficiency with monitoring/observability tools, particularly Datadog.
• Understanding of modules, plugins, and extensibility for network components.
• Ability to troubleshoot complex service interruptions in distributed systems.
• Excellent customer-facing communication; ability to explain complex concepts clearly.

Responsibilities

• Provide 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 to identify optimization opportunities.
• Collaborate with engineering teams to resolve platform issues and implement improvements.
• Lead customer implementation projects for complex deployments.
• Develop advanced troubleshooting guides and operational best practices documentation.
• Contribute to platform reliability improvements based on customer insights.

Skills

Systems administration

Kubernetes expertise

API gateways knowledge

eBPF/kernel debugging

Datadog monitoring

Observability

Incident response

Customer-facing communication

Problem solving

Tools

Kubernetes

Nginx

Envoy

Kong

Datadog

eBPF

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