Product Success Support Engineer

About the Role

The Product Success Support Engineer ensures Slingshot Aerospace's products are delivered, supported, and operated with reliability, transparency, and compliance across both commercial and government customers. This role bridges Engineering, Product, QA, Sales, Growth, Security, and Compliance, combining customer support, software delivery, API integration, and automation to keep Slingshot's platforms mission-ready and audit-secure. As a Product Success Support Engineer, you'll become an expert in Slingshot's products and services, understanding how our systems are built, deployed, and used in the field. You'll use that expertise to streamline delivery, strengthen reliability, and scale support through secure, API-driven automation and intelligent system design.

Why This Role Matters

This position connects engineering precision with operational excellence. By managing identity systems, automating workflows, and supporting deployments, the Product Success Support Engineer ensures that Slingshot products perform exactly as designed - securely, efficiently, and transparently. Through disciplined automation, monitoring, and cross-team collaboration, this role scales delivery and support while maintaining excellence and compliance for both commercial and government programs. Key Responsibilities * Serve as the main point for technical and customer issues, collaborating with Engineering, QA, Product, and Security to diagnose and resolve incidents and automate process and systems.

• Operate at the intersection of technical engineering and customer support, providing hands-on troubleshooting and delivery execution while products continue to evolve and mature.
• Combine strong technical problem-solving with a service-oriented mindset, ensuring customer issues are understood, resolved, and communicated clearly.
• Partner with Engineering, Product, and QA teams to stabilize developing systems and improve reliability as Slingshot's platforms grow in maturity and scale.
• Support and maintain live environments, proactively identifying improvements in product stability, automation, and user experience.
• Maintain satisfactory NPS and metrics. * Manage and resolve customer and internal support workflows using enterprise tools such as Jira, Zendesk, or similar systems, supporting R&D, Growth and Slingshot for smooth end to end work streams and delivery
• Support software delivery, onboarding, and access provisioning through IAM platforms (Okta, Keycloak, Auth0), ensuring secure and compliant account management.
• Use APIs and automation to streamline account setup, configuration, and integration processes across Slingshot platforms.
• Validate and troubleshoot REST/GraphQL APIs for performance, reliability, and backward compatibility.
• Integrate systems across the product and support stack (ticketing, repositories, IAM, billing) to improve visibility and scale operations.
• Contribute to monitoring and observability, reviewing alerts and metrics to detect and address issues early.
• Partner with Security and Compliance teams on incident response, vulnerability reviews, and secure delivery.
• Create and maintain internal and customer-facing documentation, playbooks, and troubleshooting guides.
• Collaborate with QA and R&D to validate releases, ensuring compliance and performance before deployment.
• Provide feedback to Product and Engineering, translating customer insights into technical and process improvements. * Maintain audit-ready documentation aligned with CMMC 2.0, NIST 800-171, FedRAMP, and ITAR/EAR standards
• Document delivery and support needs across the company

Required Qualifications

• 3-6 years of experience in technical support, delivery engineering, or QA operations for SaaS, Data or complex software systems.
• Hands-on experience with IAM platforms (Okta, Keycloak, Auth0) and knowledge of secure access control.
• Strong understanding of API testing and automation, including REST/GraphQL, Postman, or equivalent frameworks.
• Proficiency in at least one scripting language (Python, Bash, or JavaScript) for workflow automation. * Familiarity with enterprise support, issue-tracking, and version-control tools (e.g., Jira, Zendesk, GitHub, Intercom or similar).
• Excellent troubleshooting, documentation, and cross-functional communication skills
• Ability to manage multiple priorities in a fast-paced, compliance-driven environment.

Recommended Qualifications

• Experience supporting both commercial and government customers, including FedRAMP or ITAR-controlled environments.
• Knowledge of security and compliance frameworks (CMMC 2.0, NIST 800-171, FedRAMP).
• Familiarity with cloud environments (AWS, Azure, or GCP) and CI/CD concepts.
• Background working with Stripe or similar billing and licensing systems.
• Experience with monitoring and observability tools (metrics, alerts, dashboards).
• Proven ability to analyze recurring issues and drive automation or process improvements to reduce them.
• Experience contributing to or maintaining technical documentation and knowledge bases.

Impact

The Product Success Support Engineer ensures every Slingshot Aerospace product is delivered correctly, supported expertly, and scaled intelligently. By combining deep product knowledge, IAM and API expertise, and secure automation, this role guarantees the reliability and transparency that customers depend on. They bridge product engineering and customer operations - monitoring performance, anticipating issues, and ensuring every deployment, account setup, and integration advances Slingshot Aerospace's mission.

Must be eligible to obtain or maintain US Government Security Clearance, preference given for active TS Clearance.

Location: Remote US

Salary: 100,000 - 130,000 (USD)