Defense Unicorns, a contractor for the U.S. Government specializing in secure, continuous software integration and delivery, is seeking a dedicated and proactive Mission Support Engineer. This role combines technical expertise, customer relationship management, and training to support the deployment and use of their software tools, specifically the Unicorn Delivery Service (UDS).

This is a Full-time, Remote (US-based) position that requires U.S. Citizenship. The compensation range is $123,250 – $166,750 USD.

Role Summary and Technical Customer Mandate

This Engineer will serve as the primary technical point of contact for customers, ensuring successful deployment and adoption of UDS (which leverages Kubernetes, Helm, and Containers) while maintaining strict adherence to SLAs, including on-call support. The role is highly dynamic, blending hands-on technical troubleshooting with strategic process improvement and marketing support.

Key Responsibilities:

• Technical Support & SLA: Provide technical support and troubleshoot/resolve UDS issues in customer environments, adhering to SLA terms and participating in on-call support as needed.
• Deployment & Proficiency: Manage UDS deployments and possess proficiency with Kubernetes, Helm, and Containers.
• Training & Documentation: Develop and deliver customized training programs and documentation (remote and on-site) to demonstrate software features and best practices.
• Customer Success: Serve as the primary point of contact for customer inquiries/feedback, coordinate user onboarding, and provide insights to internal teams for product improvement.
• Strategic & Process Improvement: Analyze data, generate insights, and present findings to drive process improvement and optimize delivery strategies.
• Marketing & Discovery: Develop and execute product marketing strategies, assist with demonstration/content creation, and assist the team in discovery efforts across the industry.

Preferred Experience and Technical Qualifications

The ideal candidate will have a strong technical foundation in cloud-native platforms, proven experience in customer-facing roles, and an understanding of government compliance/security standards.

• Required Technical Skills:
  • Proven proficiency with Kubernetes, Helm, and Containers.
  • Strong technical skills with the ability to troubleshoot and resolve customer issues in the software platform layer.
• Experience (Preferred):
  • Proven experience in customer success, technical support, or a related role.
  • Experience with full-stack development.
  • Understanding of continuous delivery and agile principles.
• Security & Compliance (Desired):
  • DoD IAT Lvl 2 certification (such as Security Plus).
  • A DoD Secret or higher clearance is preferred but not required.
• Soft Skills:
  • Strong analytical skills and the ability to interpret complex data.
  • Excellent communication skills and effectiveness in a remote team environment.
  • Willingness to travel (less than 25% expected) for on-site training and support.