DevOps Customer Support Engineer

This is a fully remote position, open to applicants in Europe.

📋 Description

• Assist customers through shared Slack channels, email/ticketing systems, live calls, and screen-sharing sessions.

• Reproduce issues reported by customers and identify root causes utilizing logs, APM traces, and run history.

• Collaborate with customers, Product, and Engineering teams to build trust and effectively resolve issues.

• Troubleshoot both SaaS and self-hosted deployments, addressing concerns such as private workers, Rego policies, autoscaling, networking, and TLS/certificate issues.

• Analyze Terraform/OpenTofu and Terragrunt execution, along with provider caching, resolution, outputs, and run states.

• Diagnose and clarify policy-driven behaviors using OPA/Rego.

• Pose targeted inquiries and ensure issues are resolved within agreed-upon response times.

• Escalate well-defined, reproducible cases to Product Engineers, including minimal reproductions, pertinent traces, and expected versus actual outcomes.

• Draft customer-facing communications regarding incidents, platform updates, and migrations.

• Prioritize and manage multiple technically complex issues simultaneously.

• Follow up to verify that customer setups are fully functional post-fix.

• Maintain and enhance internal documentation and the knowledge base.

• Relay recurring challenges back to the Product team.

• Engage in on-call rotations to provide after-hours support.

⛳️ Requirements

• 2 to 4 years of experience in DevOps (including Infrastructure as Code, CI/CD, Docker, etc.).

• 2 to 4 years of experience with at least one of the major Cloud Providers (AWS, GCP, Azure).

• Practical experience with Linux environments.

• Proficient in diagnosing and troubleshooting technical issues.

• Capable of providing step-by-step technical assistance.

• Strong problem-solving and communication skills.

• Excellent written English proficiency.

• Prior experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or in a similar role is advantageous.

• Additional certifications in DevOps, Infrastructure as Code, Cloud Providers, or related technologies are a plus.

🏝️ Benefits

• Flexible work environment, with options for remote-first setups.

• Competitive compensation packages.

• Opportunities for growth and advancement.

• Collaborative team atmosphere.

• Participation in on-call rotations for after-hours support.