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.
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.
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.

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).

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Senior Manager, Premium Support Engineer – Databolt

Key skills