Investment Support Specialist
•Mercury· 8h
🎧 Support📝 Contract📈 Mid Level💰 $72k-87k🇨🇦 San Francisco, Canada
8h ago
Defense Unicorns·about 1 year ago
Role Description:
At Defense Unicorns, we build software for environments where failure isn't an option — and our customers expect support to match. As a Support Engineer, you're not reading from a script or routing tickets into a void. You're the person who actually understands what's broken, why it's broken, and how to fix it. You'll work directly with technical customers to troubleshoot complex issues across Kubernetes, cloud infrastructure, and CI/CD pipelines — and when something needs to go to engineering, you'll hand it off with enough context that they can move fast. If you like hard problems, honest conversations, and work that actually matters, you'll fit right in.
Responsibilities:
As a primary technical contact for customer issues, you will own problems from the first report through resolution. You'll work hands-on with customer environments, partner closely with engineering and our Customer Success Team when escalations warrant it, and continuously improve the systems and documentation that make the whole support function better.
Customer Support & Issue Resolution:
Technical Enablement & Knowledge Management:
Team Contribution:
Success Metrics:
The listed responsibilities are not exhaustive and additional responsibilities may be assigned or discovered based on the evolving needs of the organization. The successful candidate is a dynamic individual who is able to adapt and take on new responsibilities as they arise. You will be expected not just to fill gaps as they arise, but proactively identify and take ownership of gaps to drive toward new processes and solutions.
Travel Expectations/Requirements: 10%-20%
Full compensation packages are based on candidate experience. Compensation ranges are established using national benchmarking data and apply across all geographic locations within the United States.
Defense Unicorns delivers mission value by streamlining software delivery so our customers can focus on the most important challenges. We share a vision of freedom and security for the advancement of progress and innovation. Our commitment to this vision, and to our mission-driven customers, means a commitment to speed, user experience and optionality, without compromising security. Our team is composed of innovators, software engineers, and veterans with decades of experience delivering technology programs across the federal market.
We create and deliver secure solutions for continuous software integration and delivery. Defense Unicorns consolidates the best practices for security pipelines, testing, and deployment automation in order to meet the high security requirements valued by mission owners. Our solutions are agnostic by design and we believe that growing a robust ecosystem of secure, cloud-native software solutions can help enterprise customers inside and outside the federal market buy and integrate software more easily.
Defense Unicorns’ customers are mission-focused leaders across public and private enterprises. We proudly support defense and civil agencies across the U.S. government and we work closely with the creators of leading-edge software solutions to deliver value to the mission-owner by improving the security and consumability of commercial software products.
Don’t have all the preferred experience or qualifications? Studies show that underrepresented groups like women and people of color are less likely to apply to jobs if they don't meet every requirement listed.
At Defense Unicorns, we're committed to diversity. If you're enthusiastic about the role but don't match every criteria, we encourage you to apply. You could be the perfect fit for this or another role! Defense Unicorns is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.