DevOps Customer Support Engineer

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