Mission Support Engineer
Offer summary
Qualifications:
U.S. citizenship is required for this role., Strong technical skills in troubleshooting software issues and customer support., Experience in customer success or technical support roles is preferred., Familiarity with Kubernetes, Helm, and Containers, along with a DoD IAT Lvl 2 certification is advantageous..Key responsibilities:
- Provide technical support and troubleshoot UDS-related issues for customers.
- Develop and deliver tailored training programs and conduct training sessions.
- Serve as the primary point of contact for customer inquiries and feedback.
- Collaborate with cross-functional teams to improve software deployment processes.
Job description
EMPLOYER IS A CONTRACTOR FOR THE U.S. GOVERNMENT. THIS POSITION WILL REQUIRE U.S. CITIZENSHIP.
Role Description:
We are seeking a dedicated and proactive Mission Support Engineer to join our 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 our software tools.
Responsibilities:
- Provide technical support to customers, troubleshooting and resolving issues related to UDS.
- Adhere to our SLA terms and conditions including on-call support as needed for UDS issues in customer environments.
- Develop and deliver training programs tailored to the needs of our customers.
- Conduct remote and on-site training sessions to demonstrate software features and best practices.
- Serve as the primary point of contact for customer inquiries, issues, and feedback.
- Coordinate user onboarding for upcoming events.
- Understand Defense Unicorns products and delivery philosophy.
- Gather feedback from the community and provide insights to internal teams to help improve products and services.
- Assist the team in discovery and framing efforts across the industry.
- Collaborate with cross-functional teams for brainstorming, research, and innovative software deployment processes.
- Analyze data, generate insights, and present findings to the team to drive process improvement..
- Iterate and optimize delivery strategies based on data-driven insights and feedback.
- Experiment with new tools, techniques, and technologies to improve growth outcomes.
- Contribute to a culture of innovation and continuous improvement within the organization.
- Develops and executes product marketing strategies.
- Assist with demonstration and content creation on products.
Travel Expectations/Requirements: Less than 25% expected
The listed responsibilities are not exhaustive, and additional responsibilities may be assigned based on the evolving needs of the organization. We are seeking a dynamic individual who is able to adapt and take on new responsibilities as they arise.
Preferred Experience and Qualifications:
- Strong technical skills with the ability to troubleshoot and resolve customer issues in the software platform layer.
- Proven experience in customer success, technical support, or a related role.
- Strong analytical skills and the ability to interpret complex data for informed decision-making.
- Excellent communication skills and effectiveness in a remote team environment.
- Self-motivated, proactive, and able to work independently with minimal supervision.
- Experience with full-stack development.
- Understanding of continuous delivery and agile principles.
- Experience with Kubernetes, Helm, and Containers.
- Willingness to travel as needed for on-site training and support.
- DoD IAT Lvl 2 certification (such as Security Plus)
- A DoD Secret or higher clearance is not required but preferred
Full compensation packages are based on candidate experience. Compensation ranges are established using national benchmarking data and apply across all geographic locations within the United States.
Who We Are
Defense Unicorns delivers mission value by streamlining software delivery so our customers can focus on the most important challenges. We share a vision of freedom and security for the advancement of progress and innovation. Our commitment to this vision, and to our mission-driven customers, means a commitment to speed, user experience and optionality, without compromising security. Our team is composed of innovators, software engineers, and veterans with decades of experience delivering technology programs across the federal market.
What We Do
We create and deliver secure solutions for continuous software integration and delivery. Defense Unicorns consolidates the best practices for security pipelines, testing, and deployment automation in order to meet the high security requirements valued by mission owners. Our solutions are agnostic by design and we believe that growing a robust ecosystem of secure, cloud-native software solutions can help enterprise customers inside and outside the federal market buy and integrate software more easily.
Who We Serve
Defense Unicorns’ customers are mission-focused leaders across public and private enterprises. We proudly support defense and civil agencies across the U.S. government and we work closely with the creators of leading-edge software solutions to deliver value to the mission-owner by improving the security and consumability of commercial software products.
What We Work On
- Kubernetes
- Cloud Environments (AWS/GCP and Azure)
- Infrastructure-as-code (like Terraform/Pulumi)
- Continuous Delivery and automation tooling
- GitOps
- Containers
- CNCF projects and open source products and packages
- Helm/Kustomize-Value Stream Mapping
- Building and improving security delivery
- Building Kubernetes and cloud native applications
Benefits Our Unicorns Enjoy
Health:
- Medical/Dental/Vision
- Premiums are 100% Company Paid
- Health Reimbursement Account
- Life Insurance
- Disability Insurance
Financial:
- 401k Retirement Plan
- Company Stock Options
- Home Office Budget
Leave:
- Unlimited paid time off, with a mandatory 10 days off on top of 11 federal government holidays, week of Thanksgiving, last two weeks of December (including New Year’s Day)
- Paid Parental Leave
Learning:
- Reimbursement for approved trainings/subscriptions
- Conferences (travel, lodging, and fees)
Don’t have all the preferred experience or qualifications? Studies show that underrepresented groups like women and people of color are less likely to apply to jobs if they don't meet every requirement listed.
At Defense Unicorns, we're committed to diversity. If you're enthusiastic about the role but don't match every criteria, we encourage you to apply. You could be the perfect fit for this or another role! Defense Unicorns is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.
Required profile
Experience
Other Skills
- Collaboration
- Communication
- Proactivity
- Self-Motivation
- Problem Solving
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