Product Success Support Engineer, Slingshot Aerospace

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

Desirable

• 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
• 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
• 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