DevOps Support Engineer

Role overview

A remote DevOps Support Engineer role supporting enterprise customers of a CI/CD platform used by major software engineering teams worldwide. The position blends hands-on troubleshooting of complex infrastructure issues with proactive engineering work, splitting time roughly evenly between resolving customer incidents and building scalable tooling and open source contributions. It suits a software, DevOps, or infrastructure specialist who is customer-obsessed and enjoys solving tough technical problems.

Responsibilities

- Independently diagnose and resolve complex CI/CD, software, and infrastructure issues affecting enterprise customers - Deliver support across Slack, Zoom, email, a ticketing platform, and a community forum - Lead customer-facing retrospectives and planning sessions to improve platform experience - Identify patterns in support issues and design proactive tooling or process improvements - Contribute to and maintain open source projects, including Bash plugins and Golang-based utilities - Publish documentation updates and proactive communications that improve the customer journey - Channel customer feedback into product and engineering improvements, and refine internal support workflows - Mentor teammates and contribute to an inclusive, collaborative team culture

Requirements

- Customer-centric mindset with strong empathy, patience, and commitment to high-quality support - Solid coding or scripting ability in Bash, Ruby on Rails, or Golang - Hands-on experience with CI/CD tooling and cloud platforms, including Linux, AWS, GCP, Azure, Terraform, and Kubernetes - Confidence in independently tackling complex technical problems and guiding customers through them - Self-directed and proactive, comfortable identifying opportunities and driving improvements without close supervision - Clear written and verbal communication skills across distributed, asynchronous environments

Nice to have

- Experience contributing to or maintaining open source projects - Background mentoring engineers or leading technical enablement within a support team

Benefits and work setup

- Remote role based in the UK, Ireland, or Poland, working 9:00 AM–5:00 PM local time - Five-day workweek that includes both Saturday and Sunday, with the other three days flexibly scheduled by agreement - 20 days paid annual leave plus 10 days of sick and carer's leave - Ongoing remote-work allowance to cover home-office and wellness needs - Retirement and health coverage tailored to the worker's region - 16 weeks paid parental leave for primary carers and 6 weeks for secondary carers - Confidential Employee Assistance Program and mental health support - Learning and growth budget covering conferences, courses, and coaching - Option to work from anywhere in the world for up to 6 weeks per year