DevSecOps Support Engineer — Code-Driven, On-Call

United States Digital Space LLC; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

The company is seeking a Support Engineer embedded in the Engineering department to assist customers in complex environments. You will handle Self-managed and SaaS issues, triage, reproduce, and coordinate with Product, Development, and Infrastructure to resolve problems.

You will also contribute to documentation, participate in on-call rotations, and help shape product goals, roadmaps, and support processes.

Qualifications

• Experience in managing customer-facing cases from inquiry to reproduction and resolution.
• Strong Linux system administration knowledge (LFCE/RHCE level).
• Ability to script (Ruby/Bash) and work with MVC frameworks (Ruby on Rails).
• Experience with Git and CI/CD pipelines.
• Ability to write clear support content and communicate complex topics.
• Familiarity with DevOps practices and Kubernetes basics.
• Understanding of how service interruptions affect customers.

Responsibilities

• Support Self-managed and SaaS customers via Zendesk, merge requests, email, and video calls.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to shape goals and fixes.
• Create and update documentation based on customer interactions.
• Collaborate with Support team through Pairing Sessions and with other teams.
• Participate in regular on-call rotations (weekday and weekend) for emergencies.
• Assist in hiring by reviewing applications and participating in interviews.

Skills

Linux administration

Ruby or Bash scripting

Ruby on Rails

Git and CI/CD

Writing support content

Technical communication

DevOps (Serverless/Kubernetes)

Customer impact understanding

Job description

The company is seeking a Support Engineer embedded in the Engineering department to assist customers in complex environments. You will handle Self-managed and SaaS issues, triage, reproduce, and coordinate with Product, Development, and Infrastructure to resolve problems.

You will also contribute to documentation, participate in on-call rotations, and help shape product goals, roadmaps, and support processes.