Senior Manager, Premium Support Engineer (Databolt) - Capital One Software (Remote)

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: 1. 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. 2. Post-Live Operations & Resilience Manage 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. 3. 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 Qualifications Bachelor’s Degree At least 7 years of experience in technical account management, enterprise B2B support, or customer-facing engineering roles. At least 5 years of experience with AWS (Multi-AZ, EKS, KMS, Secrets Manager) At least 5 years of experience in security and networking, including knowledge of mTLS, JWT, OAuth, and Data Loss Prevention (DLP) configurations in restricted VPC environments. At least 3 years of experience with Infrastructure as Code (Terraform, AWS CloudFormation) to provision, replicate, and tear down customer cloud environments in internal sandboxes. At least 3 years of experience programming with Java, Python, Go, or PySpark SDKs. At least 3 years of experience with enterprise data platforms (Snowflake, Databricks). Preferred Qualifications 10+ years of experience in IT, DevOps, or Software Engineering. Experience supporting highly regulated (PCI-DSS, GDPR, CCPA) financial service environments. 7+ years of experience troubleshooting distributed systems in zero-access, air-gapped, or highly restricted self-hosted environments, relying on sanitized logs, CLI diagnostic outputs, and asynchronous screen-shares. 5+ years of experience acting as a P1 Incident Commander, with the ability to lead high-stakes \"War Rooms\", manage executive communications, and navigate Shared Responsibility Model disputes with enterprise Infosec teams. At least 4+ years experience with metadata management in enterprise data platforms like Snowflake (SPCS, Native Apps) and Databricks (Unity Catalog) Experience with vaultless tokenization or advanced cryptographic primitives (AES-256, FPE). Proficiency with Helm charts, Docker image hardening, and automated CI/CD pipelines. At this time, Capital One will not sponsor a new applicant for employment authorization for this position. This role is expected to accept applications for a minimum of 5 business days. No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Please contact Capital One Recruiting at View phone number on click.appcast.io or via email at View email address on click.appcast.io. For technical support or questions about Capital One's recruiting process, please send an email to View email address on click.appcast.io. Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site. Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC). #J-18808-Ljbffr Capital One National Association