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Capital One Logo Capital One · IT - Software Development

Senior Manager, Premium Support Engineer (Databolt)

United States, Richmond Employment contract · Job Posted July 03, 2026
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Job Description

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.

Job Responsibility

  • 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

Requirements

  • 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)

Nice to have

  • 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

What we offer

  • Performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI)
  • Comprehensive, competitive, and inclusive set of health, financial and other benefits
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