Senior DevOps Support Engineer - Customer Support

Job summary

The Senior DevOps Support Engineer role involves supporting enterprise customers by troubleshooting and resolving complex CI/CD, software, and infrastructure issues. Responsibilities include providing support through various channels, leading retrospectives, contributing to open source tools, and enhancing support workflows while utilizing technologies such as Bash, Ruby on Rails, Linux, AWS, GCP, Azure, Terraform, and Kubernetes.

Qualifications

• Deep commitment to delivering world-class support with empathy and patience
• Strong coding or scripting ability with experience in Bash, Ruby on Rails, or Golang
• Solid experience with CI/CD tools and platforms including Linux, AWS, GCP, Azure, Terraform, and Kubernetes
• Confident in independently tackling complex technical issues and guiding customers to solutions
• Able to work independently, identify opportunities early, and take initiative to drive improvements
• Skilled at articulating technical detail clearly to customers and internal teams

Responsibilities

• Independently resolve highly technical CI/CD, software, and infrastructure issues for enterprise customers
• Provide support through Slack, Zoom, Email, Plain, and Community Forum
• Lead customer-facing retrospectives and planning sessions to improve their experience
• Identify opportunities to prevent future support issues and implement proactive solutions
• Contribute to and maintain open source tools such as Bash plugins and Golang-based utilities
• Publish documentation updates and proactive communications that improve the customer journey
• Act as a voice for customers, ensuring their feedback shapes internal product and process improvements
• Own and improve support workflows, simplifying team operations
• Share learnings from customer work to strengthen alignment with Product and Engineering
• Mentor peers and foster an inclusive, supportive environment

Skills

Relocation