Remote job
DevOps Customer Support Engineer (Remote Europe)
Job details
About this role
Role overview
Provide technical support for an infrastructure orchestration platform used to provision, configure, and govern cloud infrastructure. You’ll work directly with customers across written and live channels, reproduce issues, and distinguish product defects from configuration problems or upstream changes. The role calls for practical infrastructure-as-code knowledge and close collaboration with product and engineering teams to resolve difficult cases and improve the customer experience.
Responsibilities
- Support customers through shared chat channels, email or ticketing, and calls or screen-shares for urgent or complex issues. - Reproduce reported problems and examine logs, monitoring traces, and execution history to find root causes. - Troubleshoot both hosted and self-managed deployments, including private workers, policy rules, autoscaling, networking, and TLS or certificate issues. - Diagnose infrastructure-as-code behavior involving Terraform or OpenTofu, Terragrunt, providers, outputs, and run states. - Work with product and engineering teams to resolve issues and communicate findings clearly to customers. - Build customer trust through thoughtful follow-through, not just case closure.
Requirements
- Strong technical troubleshooting skills and the ability to investigate issues across infrastructure and software configurations. - Practical understanding of infrastructure-as-code tools and how plans, providers, outputs, and execution states behave. - Ability to interpret logs, traces, and run history to isolate likely causes. - Clear written and spoken English and a customer-focused communication style. - Experience in technical support, desktop support, IT help desk, or a related role is helpful.
Nice to have
- Certifications in DevOps, infrastructure as code, or cloud platforms. - Familiarity with hosted and self-managed infrastructure tooling, policy controls, networking, and autoscaling.
Benefits and work setup
- Remote-first options and a flexible work environment are listed, alongside competitive compensation. Specific compensation details are not provided.