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Impart Security is seeking an experienced Customer Support Engineer to serve as Tier 2 technical support for its Application Protection Platform. You will be the escalation point for complex technical issues, helping customers operationalize the platform in sophisticated production environments.
Your Impact:
You'll serve as the technical expert and escalation point for complex issues requiring deep systems expertise. You'll enable customer success through expert guidance on platform implementation and optimization, solve sophisticated operational challenges that maximize security coverage and performance, and bridge the gap between customer environments and the engineering team for critical issues.
Core Responsibilities:
- Provide expert Tier 2 technical support for complex installation, configuration, and operational issues
- Troubleshoot service interruptions and performance problems in customer production environments
- Guide customers through advanced deployment scenarios involving Kubernetes, service meshes, and API gateways
- Analyze system performance using monitoring tools like Datadog to identify optimization opportunities
- Collaborate with engineering teams to resolve platform issues and implement customer-requested improvements
- Lead customer implementation projects for complex enterprise deployments
- Develop advanced troubleshooting guides and operational best practices documentation
- Contribute to platform reliability improvements based on customer operational insights
- Participate in customer architecture reviews and deployment planning sessions
Requirements:
- 5+ years of systems administration experience with focus on production operations and troubleshooting
- Deep expertise with Kubernetes, including advanced networking, service mesh integration, and troubleshooting
- Strong knowledge of API gateways and proxies (Nginx, Envoy, Kong) including configuration and performance tuning
- Experience with eBPF technology and kernel-level debugging for network and security applications
- Proficiency with monitoring and observability tools, particularly Datadog, for performance analysis and troubleshooting
- Understanding of modules, plugins, and extensibility frameworks for network infrastructure components
- Experience troubleshooting complex service interruptions in distributed systems
- Excellent customer-facing communication skills with ability to explain complex technical concepts clearly
- Strong empathy and patience when working with customers during high-stress situations
- Proven ability to remain calm under pressure and provide reassuring guidance during critical incidents
- Strong problem-solving skills with collaborative approach to working with customer teams
