Remote Senior Premium Support Engineering Lead

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 & 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. 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. Benefits Capital One offers comprehensive benefits that support your health, finances, and overall well‑being. Equal Employment Opportunity 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. #J-18808-Ljbffr