Job Description
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 Prom