Job Details

Senior Manager, Premium Support Engineer (Databolt) - Capital One Software (Remote)Summary: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.Why You'll Love This Role: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.Key Responsibilities:Strategic Technical Advocacy (Live BAU)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 (MBR/QBR) 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.Post-Live Operations & ResilienceManage 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.Ecosystem Hardening (Pre-Live Readiness)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.Basic QualificationsBachelor's DegreeAt least 7 years of experience in technical account management, enterprise B#J-18808-Ljbffr