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.

• 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

• 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

• 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

• 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

• 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