Senior Manager, Support Engineer; Databolt - Capital One Software; Remote

Senior Manager, Premium Support Engineer (Databolt) - Capital One Software (Remote)

As a Premium Support Engineer, you will be the primary technical authority and strategic partner for our highest-priority enterprise customers. You will bridge the gap between high-scale software engineering and white-glove technical account management, specifically driving success for customers operating in air-gapped and self-hosted environments.

You are not just a support contact; you are a  local guide  embedded within the customer’s journey, ensuring their vaultless tokenization architecture is deterministic, resilient, and performant at a scale of billions of daily operations.

You will be at the forefront of Capital One Software’s expansion into the B2B market, supporting a  Core Product  proven to handle 150B+ monthly operations. You will work with a product that secures sensitive data while maintaining its utility for high-scale analytics and AI.

• Serve as the  Single Point of Contact  for all technical inquiries, providing accelerated response times (e.g.,  1-hour P1 response ) tailored to the customer’s specific network topology.
• Lead Monthly and Quarterly Business Reviews (M /Q ) to report on incident trends, root cause analysis (RCA), and overall system health.
• Advocate for customer feature requests within the Databolt product roadmap to solve unique air-gapped or hybrid-SaaS challenges.

• Manage the full lifecycle of self-hosted Data Plane instances, including zero-downtime upgrades and version parity management.
• Proactively monitor local telemetry and performance metrics (TPS, latency drift) using Prometheus or similar tools to identify bottlenecks before they impact production.
• Own the P1/P2 incident response process, driving rapid remediation within restricted environments where external cloud access is limited.

• Architect and simulate the customer’s internal Kubernetes/EKS environment to validate patches and configuration bundles prior to production deployment.
• Design and implement secure  manual sync  protocols for delivering dynamic code libraries and Docker images to air-gapped systems.
• Collaborate with customer Data Architects to design custom Access Policies, RBAC groups, and Field Templates that align with internal governance.

• Bachelor’s Degree
• At least 7 years of experience in technical account management, enterprise B