Customer Experience Engineer

About the Company

Armada is an edge computing startup that provides computing infrastructure to remote areas where connectivity and cloud infrastructure is limited, as well as areas where data needs to be processed locally for real-time analytics and AI at the edge. We’re looking to bring on the most brilliant minds to help further our mission of bridging the digital divide with advanced technology infrastructure that can be rapidly deployed anywhere.

About the Role

Armada is seeking a Customer Experience Engineer – Federal based in the U.S. to provide hands-on technical and operational support for our growing customer base. This role combines leadership, problem-solving, and technical expertise to ensure an exceptional customer experience from first contact through resolution.  

You’ll take ownership of customer issue resolution across L1, L2, and L3 support, while overseeing critical support operations - including ticketing workflows, reporting, and process optimization.

This role involves supporting Federal and public-sector customers, ensuring compliance with government requirements and maintaining the highest standards of data security and operational integrity. 

This position is highly collaborative and customer-facing, serving as a trusted technical advisor and escalation point. As Armada continues to scale, this role offers the opportunity to evolve into a more strategic leadership position. 

Please note: this role may require participation in an on-call rotation, including occasional off-hours and holiday coverage. 

Location. This role is office-based at our Bellevue, Washington office.

What You'll Do (Key Responsibilities)

Customer Support & Escalations (L1-L3) 

• Serve as the primary technical support for both commercial and Federal customers, ensuring adherence to compliance and security standards (e.g., FedRAMP, ITAR, or equivalent). 
• Handle L1 (basic troubleshooting), L2 (technical support), and L3 (escalations to engineering) based on issue complexity. 
• Act as a customer advocate, driving resolution for high-priority issues and ensuring a smooth support experience, and ensuring fast response times and SLA compliance. 
• Collaborate with internal teams (Product, Engineering, and Customer Success) to resolve complex technical problems. 

Support Operations & Process Management 

• Own and manage ticketing systems (Zoho Desk, ServiceNow, or equivalent), ensuring efficient issue tracking and resolution. 
• Develop and refine support processes, escalation workflows, and automation strategies to improve efficiency. 
• Monitor support metrics (CSAT, response times, resolution rates) and provide insights to leadership. 
• Assist in building a knowledge base and self-service resources for internal and external use. 

Customer Engagement & Proactive Support 

• Identify trends in customer issues and proactively work on solutions to reduce ticket volume. 
• Conduct post-incident reviews to improve root cause analysis and drive continuous improvement. 
• Train and mentor new support hires as the team scales. 

Required Qualifications

• 5 years of experience in Customer Support or Technical Support within SaaS, telecom, or a related industry. 
• Strong background in troubleshooting, ticket management, and escalation handling (L1-L3 support). 
• Familiarity with ticketing and support platforms (e.g., Zoho Desk, Zendesk, Salesforce Service Cloud). 
• Ability to work independently and manage multiple priorities in a fast-paced environment. 
• Experience working with enterprise customers, including SLA compliance. 
• U.S. Citizenship required.

Preferred Experience and Skills

• Experience in Support Operations, including reporting, process improvement, and automation. 
• Knowledge of compliance and security requirements for government customers (FedRAMP, NIST, etc.). 
• Exposure to AI-driven customer support tools and self-service enablement strategies. 
• Basic scripting or API troubleshooting skills. 

Citizenship Requirements

For select roles, due to the nature of our clientele and the technologies involved, there may be specific nationality or citizenship indicated in the required qualifications section. These roles may involve access to sensitive information that is subject to export control regulations or other legal restrictions. In such cases, employment offers will be contingent upon your ability to comply with these requirements.

Compensation & Benefits

For U.S. Based candidates: To ensure fairness and transparency, the base salary range for this role for candidates in the U.S. are listed, varying based on location experience, skills, and qualifications.

In addition to the salary, this role will also be offered equity and subsidized benefits (details available upon request).

 Benefits

• Competitive base salary and equity
• Medical, dental, and vision (subsidized cost)
• Health savings accounts (HSA), flexible spending accounts (FSA), and dependent care FSAs (DCFSA)
• Retirement plan options, including 401(k) and Roth 401(k)
• Unlimited paid time off (PTO)
• 15 paid company holidays per year

Compensation: $96,600 USD - $120,000 USD

You're a Great Fit if You're

• A go-getter with a growth mindset. You're intellectually curious, have strong business acumen, and actively seek opportunities to build relevant skills and knowledge 
• A detail-oriented problem-solver. You can independently gather information, solve problems efficiently, and deliver results with a "get-it-done" attitude 
• Thrive in a fast-paced environment. You're energized by an entrepreneurial spirit, capable of working quickly, and excited to contribute to a growing company
• A collaborative team player. You focus on business success and are motivated by team accomplishment vs personal agenda 
• Highly organized and results-driven. Strong prioritization skills and a dedicated work ethic are essential for you 

Equal Opportunity Statement

At Armada, we are committed to fostering a work environment where everyone is given equal opportunities to thrive. As an equal opportunity employer, we strictly prohibit discrimination or harassment based on race, color, gender, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other characteristic protected by law. This policy applies to all employment decisions, including hiring, promotions, and compensation. Our hiring is guided by qualifications, merit, and the business needs at the time.

Unsolicited Resumes and Candidates

Armada does not accept unsolicited resumes or candidate submissions from external agencies or recruiters. All candidates must apply directly through our careers page. Any resumes submitted by agencies without a prior signed agreement will be considered unsolicited and Armada will not be obligated to pay any fees.