Support Engineer -

Support Engineer |  Fulton, MD | Dev / Eng

Job Description
Perks + Benefits
Company Culture Coverage

Headquartered outside of Washington DC, is a fast-growing, early-stage startup that develops the leading cloud governance solution supporting Amazon Web Services (AWS), Microsoft Azure, and Google Cloud. is trusted for making customers’ journey to the cloud more efficient, secure, and transparent. Are you the type of person who is eager to figure out how and why things work the way they do? Does the idea that something is not working as expected trigger an underlying passion to figure out how to solve it? If this describes you and you want to join a passionate team obsessed with customer satisfaction and helping to make the cloud easier for our customers, then wants to meet you!



The Support Engineer will play a critical role in achieving our mission to turn our customers into fans! As the first line of defense for new and existing customers to field product questions, incidents, and feature requests, your ability to understand their challenge and invoke a sense of assurance is critical to the relationship we strive to achieve with our customers. As a core contributor to the customer journey, you will be responsible for:

  • Developing a rapport and relationship with our customers to provide best-in-class customer service and responsiveness – we pride ourselves on this!
  • Hands-on, technical, deep-dive troubleshooting with the customer within their AWS, Azure, or Google Cloud hosted environment via remote support and conferencing tools.
  • Documenting progress and updates throughout the support stages to ensure that tickets are completed, issues have been tracked and outlined, and the solution has been documented in the ticket to increase efficiency within the support department.
  • Reciting a detailed understanding of the core issue back to the customer to ensure you have an understanding and working with the customer from end-to-end toward ticket completion.
  • Becoming a platform expert and evangelist — you will understand the core functionality of the platform, but also use this as a method to gather intel from customers as to how we can continually improve upon the features and reliability of our product.



  • Responding to and managing the day-to-day ticket queue via Zendesk, ensuring that Service Level Agreement (SLA) targets are being met, and that customers are continuously updated on progress to address their issue.
  • Collaborating with colleagues to understand how each aspect of the platform functions and how new features work, and communicating known bugs to the customer success team.
  • Providing outstanding customer service to a wide array of end users across our federal and commercial customer base.
  • Creating, tracking, and updating tickets for feature requests or bug fixes based on direct customer feedback and interaction.
  • Connecting with customers via email, Zendesk ticketing, and remote support via web conferencing solutions.
  • Developing and distributing self-help guides and support knowledge articles for internal and external consumption.



  • BA/BS in Computer Science or relevant experience.
  • 3+ years working in a customer technical support role with a proven history of success.
  • Comfort with the Linux command line and MySQL database queries.
  • Experience with public cloud service providers like Amazon Web Services (AWS), Google Cloud, and/or Microsoft Azure.
  • Understanding of user identity and authentication protocols, specifically Active Directory and SAML/SSO.
  • A passion for turning customers into fans of our solution.
  • Strong written and verbal communication skills with a focus on being able to convey confidence and ease in challenging situations.



  • Experience across multiple cloud partitions like AWS GovCloud, C2S, SC2S, Microsoft Azure Government, and Azure Secret.
  • Experience using and querying Amazon CloudWatch or similar log aggregation solution.
  • Experience in a start-up environment or focus supporting a SaaS application.
  • Experience or understanding of microservice-based architectures using Docker.
  • Past experience as a software engineer or ability to understand Golang code.



  • Excellent compensation and amazing benefits, including top-of-the-line Blue Cross Blue Shield PPO healthcare coverage with ZERO deductibles. We pay for 100% of the employee AND dependent’s premium for medical, dental, and vision!
  • 3% of direct compensation contribution to your 401(k) (no match required).
  • Generous time off that includes holidays, sick, and flexible PTO options to allow staff to spend time with friends and family.
  • Quarterly innovation days to help work on new challenging problems collaboratively.
  • Monthly lunches and happy hours to better connect with co-workers and talk about life outside of work.
  • A small-team collaborative environment that fosters communication and innovation.


At, we are focused on making people’s lives in the cloud easier through innovative products built by passionate employees. We are looking to add talented, motivated people to our team to help achieve this mission through the engineering, support, and delivery of our revolutionary cloud governance solution.


If you want to help organizations spend less time managing and governing their cloud, and more time using their cloud, you’ve come to the right place. Apply below and we’ll be in touch shortly!

Apply Now

Read More
Health & Wellness Benefits
  • Dental
  • Disability Insurance
  • Health Insurance
  • Life Insurance
  • Vision
  • Wellness Programs
  • Remote Work
  • Work from Home
Parental Benefits
  • Family Medical Leave
  • Flexible Work Schedule
  • Generous Parental Leave
  • Mother Rooms
Perks & Discounts
  • Casual Dress
  • Company Outings
  • Lunch
  • Snacks
  • Special Discounts
Professional Development
  • Online Trainings
  • Tuition Reimbursement
Retirement & Stock Options Benefits
  • 401K
Vacation & Time Off Benefits
  • Generous PTO
  • Paid Holidays
  • Paid Sick Days

What is the internal culture like at

Learning and on-the-job development are at the heart of the company’s approach. Employees are encouraged to expand on their existing skills and pursue new ones, almost always with direct help from a colleague. Mostly those skills are centered around tech, but it can be pretty unconventional, too — such as an employee-led cooking tutorial on how to make yogurt at home. 

And while the company may not pay for you to attend a more formal yogurt-school, it does actively support professional development, from extra room to experiment with tools and features, to tuition reimbursement for outside education. And there’s always someone willing to jump in and help, whether by answering a question on Slack or serving as a mentor. 

It’s that kind of support that’s created a culture that’s collegial while also driven, supportive while striving for excellence.

Tell us a little bit about the perks of working at HQ.

You’ve already read about the camaraderie, the team spirit, and the shared passion for building something great. Additional perks include regular lunch-and-learns, the ability to explore any number of interests — everything from new developer skills to Slack channels for car-lovers, plant-lovers, carb.- lovers, and more — and “Innovation Days:” At these quarterly events, employees take a break from their work, and instead team up to develop something truly different, from a homemade smart-mirror to wall art to decorate HQ.

What makes working at unique?

          Hasnat Ali, senior solutions delivery manager: “Oh, my god, the caliber of our people: the engineering, delivery, marketing, sales, operations teams – every single person that I get to work with on a daily basis is just amazing.”

          Tara Urso, senior product designer: “Everyone on the team really cares about the work that they’re doing and feels a sense of ownership over it. It’s evident in how they do their work. It’s not just about finding a solution, it’s about finding the best solution and going above and beyond and taking the time to really vet different avenues and arrive at the best possible solution. It speaks to people who are really passionate about what they do and not just check in and check out for the day.”

          John Lynch, COO: “When we started this organization, we really wanted to be different and an employee-centric company. We didn’t want to approach it as ‘business owners;’ we all had this common vision that we wanted to have the best cloud governance solution out there, but to get there in an enjoyable way. So not just build an amazing product, but make it so everyone can build an amazing career. Ten, 20 years from now, when people look back at, I would love it if everybody could think of it as the best job they ever had or the best work experience we ever had. If we can use that as the crux for making decisions, then we know we’re going in the right direction.”

What you look for in an employee:

The company values excellence and diversity: “We’re not looking for someone who’s a culture-fit but a culture-add: people who are going to bring new perspectives, new culture, and help us expand our culture and add to it,” COO John Lynch says. “It’s very unique to where we are geographically. It helps us attract the great talent that we need.”

New jobs. Your inbox. Every week. Get it.