Senior Manager, Premium Support Engineer (Databolt) - Capital One Software (Remote)

About this role

Posted Date

4/03/2026

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:

1. 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.

2. 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 Prometheus or similar tools to identify bottlenecks before they impact production.
• Own the P1/P2 incident response process, driving rapid remediation within restricted envir...