Second Front Systems

• Own the strategy, budget, and execution for 2F's flagship annual symposium, from concept through day-of operations and post-event measurement. • Build experiences that last. Design the highlight moments—the unexpected venue, the activation with a line around the block, the standout swag people actually keep, the stunt that earns its way onto someone's LinkedIn without us asking—that leave a lasting impression of 2F in people's minds. • Generate fresh, counterculture, off-the-wall concepts that make 2F the standout in a crowded, conservative market—and have the rigor to pull them off. • Run our happy hours, socials, and executive dinners—the high-touch engagements where deals and partnerships actually move—and reinvent the format so they don't feel like everyone else's. • Manage sporting and action-sports activations and suite hospitality, including racing partnerships and VIP programs. • Lead trade show presence and large-scale booth activations: design direction, vendor management, logistics, staffing, and lead capture—with a creative point of view that refuses the default. • Build customer engagement programs that deepen relationships across our customer and partner base. • Partner with sales and demand gen to connect activations to pipeline and measurable outcomes. • Manage external vendors, venues, agencies, and production partners—pushing them past their comfort zone and holding them to deadlines, budgets, and our quality bar. • Bring an ecosystem-first instinct: lead with customers and partners and their wins, not with us.

• Lead resolution of the Customer Support team's most technically complex incidents and escalations, driving cross-functional investigations across customer architectures, platform capabilities, cloud infrastructure, and application design. • Serve as the primary technical escalation point within Customer Support, triaging complex issues, guiding Enterprise Customer Operations Engineers through difficult troubleshooting, and ensuring critical situations are resolved with urgency and technical depth. • Develop and maintain technical runbooks, support playbooks, automation, and knowledge base resources that improve resolution speed, consistency, and team capability. • Participate in on-call rotation and serve as the senior technical resource during high-severity incidents, coordinating response across internal teams and communicating clearly with affected customers. • Identify recurring operational issues and partner with Platform Engineering and Product to address root causes, reduce support burden, and improve platform reliability at scale. • Partner with customer engineering teams to provide expert-level troubleshooting guidance, architectural context, and operational recommendations that improve long-term customer health. • Navigate government change control processes, ATO-bounded environments, and classification-level constraints on behalf of customers and in coordination with internal teams. • Mentor Enterprise Customer Operations Engineers through technical coaching, case reviews, and knowledge sharing that builds team capability and a culture of operational excellence. • Collaborate with Implementation Engineering on complex onboarding transitions to ensure operational risks are identified and addressed before customers move to production.

• Lead customer implementation engagements from technical onboarding through successful production deployment on Game Warden. • Implement and maintain secure cloud-native deployment patterns within highly regulated environments, including container hardening and CVE remediation required for DoD accreditation. • Lead application onboarding, platform migrations, runtime configuration, and production cutovers while minimizing deployment risk and customer disruption. • Navigate ATO processes, government change control procedures, and classification-level constraints to deliver compliant implementations within customer-specific operational boundaries. • Partner directly with customer application teams to design and execute secure deployment strategies aligned with platform best practices and government compliance requirements (FedRAMP High, DoD IL4/IL5/IL6). • Partner with Platform Engineering, Product, Customer Support, and Mission Success to ensure successful onboarding, production readiness, and operational handoff. • Identify recurring implementation challenges and improve customer onboarding through documentation, automation, standardized deployment processes, and implementation best practices. • Contribute to technical documentation, reusable implementation guides, runbooks, and knowledge sharing that improve both customer onboarding and internal engineering effectiveness. • Mentor Customer Operations Engineers through implementation planning, deployment execution, and technical coaching while fostering a culture of operational excellence and continuous improvement.

Role Description Second Front Systems (2F) is seeking an Enterprise Customer Operations Engineer to support customers deployed on Game Warden, our FedRAMP High-certified, Kubernetes-native DevSecOps platform deployed across classified and unclassified government networks. Our customers are warfighters and national security professionals who depend on seamless platform access. Failure is not an option—and neither is a slow or broken support response. As an Enterprise Customer Operations Engineer on the Customer Support team, you will serve as the primary technical point of contact for customers operating on Game Warden—resolving incidents, troubleshooting complex technical issues, and ensuring the continued health and performance of customer environments. You'll work closely with Implementation Engineering, Platform Engineering, Product, and Mission Success to deliver reliable, high-quality operational support that keeps mission-critical applications running across DoD, IC, and government networks. This role is for engineers who thrive in dynamic, mission-critical support environments, enjoy diagnosing complex problems across cloud-native infrastructure, and understand that the people on the other side of the ticket are depending on us. Our mission extends beyond resolving tickets—we strive to reduce customer friction, improve platform reliability, and build the operational knowledge that makes every customer interaction faster and more effective. Note: This position requires the ability to obtain and maintain a DoD Top Secret security clearance. Candidates holding an active or interim DoD TS eligible clearance (or higher) are strongly preferred. Due to the strict federal security requirements for this role, U.S. citizenship is required. Additionally, candidates must reside in one of our approved hiring hubs: - DC/Maryland/Virginia - Raleigh/Durham/Chapel Hill, NC - Denver/Colorado Springs, CO - Dallas/Fort Worth, TX Qualifications - 3–5+ years of experience in technical support engineering, DevSecOps, Site Reliability Engineering (SRE), Cloud Infrastructure, or a related technical discipline. - Demonstrated experience supporting customers in production cloud environments. - Solid experience deploying and operating cloud-native applications on Kubernetes. - Hands-on experience with one or more major cloud providers (AWS GovCloud, Azure Government, or GCP). - Experience troubleshooting complex technical issues spanning infrastructure, networking, Kubernetes, cloud services, and application layers in customer-facing environments. - Familiarity with secure software delivery practices and experience working within highly regulated or compliance-driven environments (e.g., FedRAMP High, NIST 800-53, DISA Cloud Computing SRG, DoD IL4/IL5/IL6). - Experience with support and incident management tooling such as GitLab, PagerDuty, Jira, and GitOps-based incident workflows. - Strong written and verbal communication skills. - A customer-first mindset with a bias toward action, continuous learning, and improving the operational health of customer environments. Requirements - Serve as the primary technical point of contact for deployed customers, managing support requests, troubleshooting incidents, and driving issues to resolution across complex cloud-native environments. - Investigate and resolve technical issues spanning Kubernetes, cloud infrastructure, networking, CI/CD pipelines, container configurations, application deployments, and platform integrations on Game Warden. - Participate in on-call rotation to ensure 24/7 coverage for mission-critical customer environments. - Monitor customer environments, proactively identify emerging operational risks, and take action to prevent incidents before they impact customers. - Escalate complex technical issues to Senior Enterprise Customer Operations Engineers and Platform Engineering with clear documentation of troubleshooting steps, findings, and customer impact. - Navigate government change control processes and ATO-bounded environments, coordinating changes in compliance with customer operational constraints. - Contribute to knowledge base development, runbooks, and support documentation that improve resolution speed and enable customers to self-serve effectively. - Identify recurring support patterns and collaborate cross-functionally to drive systemic improvements to platform reliability and customer operational health. - Coordinate with Implementation Engineering during customer onboarding transitions to ensure a smooth operational handoff and successful production readiness. Preferred Qualifications - Experience working in a fast-paced startup or high-growth defense technology environment. - Experience providing technical support for Kubernetes-based or cloud-native enterprise software platforms in government or DoD environments. - Direct experience supporting DoD, IC, or federal civilian customers in a SaaS/PaaS context. - Familiarity with Zero Trust architecture principles and their application in government cloud environments. - Familiarity with ATO processes, government change management, and the operational constraints unique to classified or ATO-bounded environments. - Experience with modern observability platforms and monitoring tools (e.g., Grafana, Prometheus, Loki, Mimir). - Familiarity with CI/CD pipelines, GitLab workflows, and software delivery automation. - Familiarity with technologies in our ecosystem, including Kubernetes, Docker, Helm, Istio, Terraform, relational databases, and Git-based development workflows. - Experience developing support runbooks, knowledge base articles, or customer-facing technical documentation. Benefits - Competitive Salary - 100% Healthcare, vision and dental coverage - 401(k) + 3% company contribution - Additional benefit perks (One Medical membership, mental health resources, and family planning assistance) - Equity incentive plan - Tech + office supplies stipend - Annual professional development stipend - Flexible paid time off + federal holidays off - Parental leave - Work virtually, near one of our hub locations - Referral Bonus

• Organizational Leadership • Lead and develop a multi-functional team spanning Customer Support Engineers, Customer Operations Engineers, Implementation Engineers, and their managers. You manage managers — and you hold them accountable to outcomes, not just activity. • Establish clear ownership, escalation paths, and performance expectations across both the support and implementations functions. • Drive a culture of technical excellence, mission focus, accountability, and continuous improvement across the organization. • Own headcount planning, hiring, onboarding, and talent development for the combined function in partnership with the CTO and People team. • Customer Support Strategy & Operations • Define and own the customer support strategy, operating model, SLAs, and service tiers for a customer base operating across government, IC, and DoD environments. • Build and maintain support infrastructure — tooling, workflows, escalation frameworks, and on-call rotation — that can operate effectively across classification levels and ATO-bounded environments. • Define, track, and report on KPIs including SLA performance, MTTR, resolution rates, backlog health, and CSAT. Use data to drive decisions, not just describe them. • Own incident response coordination and ensure the team is always ready to respond to mission-critical issues with urgency and technical depth. • Partner closely with Mission Success, Engineering and Product to close the loop on customer-reported issues — driving root cause resolution, not just ticket closure. • Technical Implementations • Own the end-to-end technical implementation function: strategy, resourcing, execution, and quality assurance for all new customer onboarding and platform deployments. • Ensure implementation projects are delivered on time, within scope, and to the technical and compliance standards required by government customers (FedRAMP High, DoD IL4/IL5/IL6). • Build repeatable, scalable implementation methodologies and playbooks that reduce time-to-deployment without sacrificing quality. • Coordinate resource allocation across concurrent implementation projects, balancing capacity across support and delivery commitments. • Executive Partnership • Serve as the senior voice of the customer at the leadership level. Synthesize field intelligence, support trends, and implementation blockers into strategic recommendations for the CTO, Product, and GTM teams. • Partner with Sales and Mission Success to define post-sale handoff expectations, success criteria, and customer health metrics. • Represent the customer support and implementations function in executive planning, roadmap prioritization, and resource allocation conversations.

• Serve as a key member of the owning technical aspects of direct customer deployment implementations • Develop in-depth technical knowledge of Second Front products and represent 2F internally and externally as a trusted subject matter expert on the Federal team • Identify areas for improvement in our onboarding or customer support processes and engage with product teams to align roadmaps with demand signals • Onboard our customers’ apps into GameWarden for security scanning, deployment configuration and development of accreditation products • Configure and perform customer deployments in the cloud environments • Work with on-premises hardware to prepare and install devices with secure OS and Kubernetes

• Lead the deployment and configuration of software solutions in secure, classified environments in support of US government customers. Work closely with our engineering and product teams to integrate complex systems and infrastructure. • Serve as the main technical point of contact for government clients and their contractors, ensuring their requirements are met while adhering to strict security protocols. • Support the 2F Program manager in producing and delivering technical contract CDRLs. • Provide on-the-ground troubleshooting and immediate hand on support for client systems, including software bugs, hardware issues, and deployment failures. • Ensure that all deployed systems comply with government security standards and regulatory frameworks, including FedRAMP, NIST, and others. Maintain awareness of current security risks and advise clients on mitigation strategies. • Collaborate with cross-functional teams including engineering, DevOps, and security to implement secure and scalable solutions. • Maintain clear and concise documentation for system configurations, troubleshooting procedures, and security compliance activities. • Monitor system performance, troubleshoot issues, and suggest optimizations to improve the efficiency and effectiveness of deployed solutions. • Be on-site at client locations for system deployments, updates and troubleshooting during high impact operational exercises, integration and training events. Travel to remote locations may be required. • Up to 50% travel may be required at times to support critical client integrations

• Serve as the primary point of contact for customers and internal 2F teams, owning program health and relationships end-to-end across both government and commercial engagements. • Lead program startup activities including WBS definition, business rhythm establishment, process definition, and infrastructure setup to ensure contract compliance from day one. • Develop, maintain, and manage integrated master schedules (IMS), milestones, and dependencies across complex, multi-stakeholder programs. • Manage contract lifecycle activities including contract administration, CDRL generation and delivery, modification tracking, and ensuring all deliverables meet contractual requirements. • Lead and facilitate recurring status meetings, customer reviews, program reviews, and executive briefings — delivering clear, concise updates on program health, risks, and priorities. • Monitor and manage program financials including budget baselines, burn rates, EACs, and obligation timelines, flagging variances and driving corrective actions. • Identify, track, and mitigate program risks and dependencies; maintain a living risk register and drive resolution across internal and external stakeholders. • Support ROM development, proposal efforts, and contract negotiations in partnership with business development and finance teams. • Produce and deliver high-quality monthly status reports, program dashboards, and ad hoc reporting for both government and commercial customers. • Partner with engineering, product, and security teams to ensure technical deliverables align with program requirements, schedules, and compliance standards. • Drive program growth by identifying expansion opportunities within existing accounts and supporting capture efforts alongside the Public Sector team. • Ensure all program activities comply with applicable regulations, security requirements, and contractual obligations, including DoD acquisition frameworks and OTA agreements. • Up to 25% travel may be required at times to support critical client integrations

• Partnering with account executives on pre-sales efforts, owning the technical aspects of the pipeline. • Leading introduction calls, technical sales presentations, product demos, RFP/RFI responses, and architecture workshops. • Assessing customer application compatibility with Game Warden (2F’s Platform-as-a-Service). • Developing in-depth technical knowledge of 2F products and serving as an SME internally and externally. • Tracking customer feedback and collaborating with product teams to align roadmaps with demand signals. • Creating technical marketing content (blogs, posts, etc.) to drive business development. • Engaging in customer conversations on cloud, DevSecOps, cybersecurity, and compliance topics.

• Partner with hiring managers to define and execute recruitment strategies for mission-critical roles, including engineering, customer success, and go-to-market teams. • Manage a full-cycle recruiting process, sourcing top-tier technical and non-technical talent for our B2B SaaS and federal software platforms. • Drive outbound sourcing campaigns to build diverse pipelines for niche, specialized technology roles that are pivotal to national security missions. • Act as a talent advisor to senior leadership, providing market intelligence, compensation benchmarking, and guidance on competitive hiring landscapes. • Ensure an exceptional and transparent candidate experience that reflects our company culture and mission. • Manage the end-to-end operational flow, from intake meetings to offer negotiations, ensuring efficiency and high-quality hiring outcomes.