DevOps Customer Support Engineer
New
J
JobgetherDevOps infrastructure
Based in GermanyFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2–4 years of experience working with DevOps technologies; 2–4 years of hands-on experience with at least one major cloud provider
- Required Skills
- AWSDockerMicrosoft AzureCI/CDLinuxTerraform
Requirements
- Have 2–4 years of experience working with DevOps technologies, including Infrastructure as Code, CI/CD pipelines, Docker, or related tools.
- Have 2–4 years of hands-on experience with at least one major cloud provider: AWS, Google Cloud Platform (GCP), or Microsoft Azure.
- Have practical experience working in Linux environments and troubleshooting infrastructure-related issues.
- Be able to investigate complex technical problems, identify root causes, and explain solutions clearly.
- Be able to provide structured, step-by-step technical guidance to customers with varying levels of technical expertise.
- Have excellent written and verbal communication skills, particularly in English.
- Be organized and detail-oriented, with the ability to manage multiple open support cases.
- Bring a collaborative mindset, ownership, and a proactive approach to resolving issues and improving customer experience.
- Previous experience in a technical support role is an advantage.
- Relevant certifications in DevOps, Infrastructure as Code, cloud platforms, or related technologies are a plus.
Responsibilities
- Provide technical support through Slack, email, ticketing systems, calls, and screen-sharing sessions.
- Investigate and reproduce customer-reported problems using logs, APM traces, and infrastructure run histories.
- Troubleshoot SaaS and self-hosted environments, including private workers, Rego policies, autoscaling, networking, and TLS or certificate issues.
- Diagnose Infrastructure as Code behavior involving Terraform, OpenTofu, Terragrunt, provider resolution and caching, outputs, and run-state propagation.
- Analyze OPA and Rego policies to explain platform behavior and resolve configuration issues.
- Guide customers with targeted questions, practical technical advice, and follow-up until issues are resolved.
- Escalate complex issues to Product and Engineering with reproducible test cases, traces, and comparisons of expected and actual behavior.
- Manage multiple support cases, meet agreed response times, and prioritize urgent customer needs.
- Communicate incidents, platform updates, and migrations, including recommended next steps.
- Maintain internal documentation and the knowledge base, share recurring customer challenges and product feedback, and participate in on-call rotations.
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