Remote Platform Engineer - Customer Success

Description:

• We are seeking a dedicated and experienced Platform Engineer with strong Kubernetes proficiency to join our Customer Success team.
• This role involves managing Unicorn Delivery Service (UDS) deployments, generating training documentation, and training customers on our software tools.
• The ideal candidate will have a strong background in customer relationship management, technical expertise, and a passion for helping customers achieve their goals with the UDS platform.
• Responsibilities include deploying and managing UDS environments across AWS EKS, Azure AKS, and on-prem for government-backed commercial vendors.
• The candidate will build and maintain custom UDS packages and application-specific modules, enabling streamlined deployment of customer environments.
• Implementing and managing Infrastructure-as-Code (IaC) modules to reliably provision and configure customer environments is essential.
• Adherence to SLA commitments, including on-call support for critical UDS issues in customer environments, is required.
• The role serves as the primary technical interface for customers, providing guidance, troubleshooting, and resolution of complex UDS issues.
• Developing and delivering technical training content tailored to customer needs, including remote and on-site sessions, is a key responsibility.
• The candidate will coordinate customer onboarding and ensure smooth adoption of UDS deployments.
• Gathering feedback from customers and the community to provide actionable insights to internal teams is expected.
• Collaboration with cross-functional teams to experiment with new tools, techniques, and strategies for improving deployment efficiency and customer outcomes is necessary.
• Analyzing operational and usage data to identify trends, optimize delivery strategies, and drive process improvement is part of the role.
• The position requires less than 25% travel.
• Additional responsibilities may be assigned based on the evolving needs of the organization.

Requirements:

• Proven experience as a Platform Engineer or similar role, with a focus on system architecture and development is required.
• Strong knowledge of hybrid cloud architectures, including networking, RBAC, and storage for cloud and on-prem clusters is necessary.
• Hands-on experience with Azure AKS, AWS EKS, or on-prem Kubernetes (e.g., RKE2, K3s, OpenShift) is essential.
• Experience with Helm, GitOps, and Infrastructure-as-Code (Terraform, OpenTofu) for infrastructure, cluster provisioning, and lifecycle management is required.
• Knowledgeable about DevSecOps/DevOps and CI/CD pipelines running on GitLab or GitHub is necessary.
• The candidate must be comfortable serving as the primary technical interface for customers, providing architecture guidance, production support, and platform expertise.
• Strong analytical skills and the ability to interpret complex data for informed decision-making are required.
• Excellent communication skills and effectiveness in a remote team environment are essential.
• The candidate must be self-motivated, proactive, and able to work independently with minimal supervision.
• Willingness to travel as needed for on-site training and support is required.
• DoD IAT Level II certification (such as Security+) is necessary.
• A DoD Secret or higher clearance is preferred but not required.

Benefits:

• Medical, dental, and vision insurance premiums are 100% company paid.
• A health reimbursement account is provided.
• Life and disability insurance are included in the benefits package.
• A 401k retirement plan and company stock options are available.
• A home office budget is provided to support remote work.
• Employees enjoy unlimited paid time off, with a mandatory 10 days off in addition to 11 federal government holidays, the week of Thanksgiving, and the last two weeks of December (including New Year’s Day).
• Paid parental leave is offered.
• Reimbursement for approved trainings and subscriptions is available.
• Travel, lodging, and fees for conferences are covered.