Remote Senior Support Engineer - DevSecOps Platform

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

Benefits offered by this job

Flexible Paid Time Off

Equity Compensation & Employee Stock

Growth and Development Fund

Parental Leave

Job summary

United States Digital Space LLC is seeking a Support Engineer to join a globally distributed team. You’ll troubleshoot complex issues, dive into Linux systems, and review Ruby on Rails code to fix problems at the source.

You’ll contribute to documentation and help shape support processes across Product, Development, Infrastructure, and Sales. You’ll participate in on-call rotations and hiring activities, while building deep expertise across multiple deployments, including self-managed and SaaS

Qualifications

• Experience owning complex, customer-facing technical cases from initial contact through triage and resolution.
• Strong experience with Linux systems administration, scripting, Git, and CI/CD in production environments.
• Ability to mentor teammates on troubleshooting and customer communication through pairing and collaboration.

Responsibilities

• Act as an escalation point for difficult customer interactions and lead resolution through Zendesk tickets, merge requests, email, and video calls.
• Mentor teammates on complex troubleshooting and customer communication through pairing sessions.
• Advocate for improvements to support practices, product quality, and reusable documentation.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to shape goals and roadmaps while driving fixes and new features.
• Participate in regular on-call rotations during daytime hours for self-managed and SaaS customers.

Skills

Linux systems

Scripting

Git

CI/CD

Kubernetes

Serverless

Troubleshooting

Customer communication

Tools

Zendesk

Git

CI/CD

Kubernetes

Job description

United States Digital Space LLC is seeking a Support Engineer to join a globally distributed team. You’ll troubleshoot complex issues, dive into Linux systems, and review Ruby on Rails code to fix problems at the source.

You’ll contribute to documentation and help shape support processes across Product, Development, Infrastructure, and Sales. You’ll participate in on-call rotations and hiring activities, while building deep expertise across multiple deployments, including self-managed and SaaS