Platform Engineer - Customer Success

Role Description

We are seeking a dedicated and experienced Platform Engineer with strong Kubernetes proficiency to join our Customer Success team. This role involves managing Unicorn Delivery Service (UDS) deployments, generating training documentation, and training customers on our software tools. The ideal candidate will have a strong background in customer relationship management, technical expertise, demonstrating a strong understanding of system architecture, and a passion for helping customers achieve their goals with the UDS platform.

Responsibilities

• Possess strong proficiency with Kubernetes, Helm, and containerized applications, enabling robust platform deployment and management.
• Deploy and manage UDS environments across AWS EKS, Azure AKS, and on-prem for government-backed commercial vendors.
• Build and maintain custom UDS packages and application-specific modules, enabling streamlined deployment of customer environments.
• Implement and manage Infrastructure-as-Code (IaC) modules to reliably provision and configure customer environments.
• Adhere to SLA commitments, including on-call support for critical UDS issues in customer environments.
• Serve as the primary technical interface for customers, providing guidance, troubleshooting, and resolution of complex UDS issues.
• Develop and deliver technical training content tailored to customer needs, including remote and on-site sessions demonstrating platform features and best practices.
• Coordinate customer onboarding and ensure smooth adoption of UDS deployments.
• Gather feedback from customers and the community to provide actionable insights to internal teams, improving products, services, and deployment processes.
• Collaborate with cross-functional teams to experiment with new tools, techniques, and strategies for improving deployment efficiency and customer outcomes.
• Analyze operational and usage data to identify trends, optimize delivery strategies, and drive process improvement.
• Experiment with new tools, techniques, and technologies to improve growth outcomes.
• Contribute to a culture of innovation and continuous improvement within the organization.

Travel Expectations/Requirements: Less than 25% expected

The listed responsibilities are not exhaustive, and additional responsibilities may be assigned based on the evolving needs of the organization. We are seeking a dynamic individual who is able to adapt and take on new responsibilities as they arise.

Preferred Experience and Qualifications

• Proven experience as a Platform Engineer or similar role, with a focus on system architecture and development.
• Strong knowledge of hybrid cloud architectures, including networking, RBAC, and storage for cloud and on-prem clusters.
• Hands-on experience with Azure AKS, AWS EKS, or on-perm Kubernetes (e.g RKE2, K3s, OpenShift).
• Experience with Helm, GitOps, and Infrastructure-as-Code (Terraform, OpenTofu) for infrastructure, cluster provisioning and lifecycle management.
• Knowledgeable about DevSecOps/DevOps and CI/CD pipelines running on GitLab or GitHub.
• Comfortable serving as the primary technical interface for customers, providing architecture guidance, production support, and platform expertise.
• Strong analytical skills and the ability to interpret complex data for informed decision-making.
• Excellent communication skills and effectiveness in a remote team environment.
• Self-motivated, proactive, and able to work independently with minimal supervision.
• Willingness to travel as needed for on-site customer engagements.