DevOps Customer Support Engineer

<h3>Accountabilities:</h3><li>Provide technical support across multiple channels, including shared Slack channels, email, ticketing systems, and live calls or screen-sharing sessions for complex or urgent issues.</li><li>Investigate and reproduce customer-reported problems by analyzing logs, application performance monitoring (APM) traces, and infrastructure run histories to identify root causes.</li><li>Troubleshoot both SaaS and self-hosted environments, including private workers, Rego policies, autoscaling, networking, and TLS or certificate-related issues.</li><li>Diagnose Infrastructure as Code behavior at the implementation level, including Terraform, OpenTofu, and Terragrunt execution, provider resolution and caching, outputs, and run-state propagation.</li><li>Analyze Open Policy Agent (OPA) and Rego policies to explain policy-driven platform behavior and help customers resolve configuration issues.</li><li>Build strong customer relationships through clear communication, targeted questions, practical technical guidance, and consistent follow-up to ensure issues are fully resolved.</li><li>Collaborate with Product and Engineering teams to escalate complex issues using reproducible test cases, relevant traces, and clear comparisons between expected and actual behavior.</li><li>Manage multiple technically complex support cases simultaneously while meeting agreed response times and prioritizing urgent customer needs.</li><li>Communicate incidents, platform updates, and migrations clearly to customers, ensuring they understand the situation and the recommended next steps.</li><li>Maintain and improve internal documentation and the knowledge base, sharing recurring customer challenges and product feedback with relevant teams.</li><li>Participate in on-call rotations to provide after-hours customer support when required.</li><h2>Requirements:</h2><li>2–4 years of experience working with DevOps technologies, including Infrastructure as Code, CI/CD pipelines, Docker, or related tools.</li><li>2–4 years of hands-on experience with at least one major cloud provider, such as AWS, Google Cloud Platform (GCP), or Microsoft Azure.</li><li>Practical experience working in Linux environments and troubleshooting infrastructure-related issues.</li><li>Strong analytical and problem-solving skills, with the ability to investigate complex technical problems, identify root causes, and explain solutions clearly.</li><li>Ability to provide structured, step-by-step technical guidance to customers with varying levels of technical expertise.</li><li>Excellent written and verbal communication skills, particularly in English, with the ability to communicate technical concepts clearly and professionally.</li><li>Strong organizational skills, attention to detail, and the ability to manage multiple open support cases while maintaining a customer-focused approach.</li><li>A collaborative mindset, a sense of ownership, and a proactive approach to resolving issues and improving the customer experience.</li><li>Previous experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or in a similar technical support role is an advantage.</li><li>Relevant certifications in DevOps, Infrastructure as Code, cloud platforms, or related technologies are considered a plus.</li><h2>Benefits:</h2><li>
<strong>Fully remote work environment:</strong>Work remotely within the designated European hiring region, with the opportunity to collaborate with an international team.</li><li>
<strong>Competitive compensation:</strong>Access a competitive compensation package aligned with the role and experience.</li><li>
<strong>Flexible working environment:</strong>Benefit from a remote-first culture designed to support work-life balance.</li><li>
<strong>Professional growth:</strong>Develop your expertise in DevOps, cloud infrastructure, Infrastructure as Code, and infrastructure automation.</li><li>
<strong>Innovative environment:</strong>Contribute to the development and support of modern infrastructure orchestration technologies.</li><li>
<strong>Collaborative culture:</strong>Work alongside talented professionals across Support Engineering, Product, and Engineering.</li><li>
<strong>Customer impact:</strong>Help engineering teams overcome infrastructure challenges and improve the reliability, security, and efficiency of their workflows.</li>