Senior Technical Support Engineer — Enterprise CI/Infra

Epic Placements; New York (NY); On-site; USD 160,000 - 180,000; Full time

Benefits offered by this job

Equity

Full benefits

In-office 5 days a week

Job summary

Epic Placements is seeking two senior technical support engineers in NYC to help build a fast and technically grounded support function for developers relying on CI workloads. You’ll work directly with software engineers, diagnose complex issues, and shape the future of enterprise support as the team grows.

Ideal candidates have 5+ years in hands-on technical roles, a track record of improving support processes, and the ability to communicate clearly with engineering teams.

Qualifications

• 5+ years in technical support engineering or similar hands-on role.
• Experience supporting a product used by developers or engineers.
• Proven ability to improve processes, automations, or escalations.
• Comfort with direct, technical communication to engineering teams.

Responsibilities

• Work directly with software engineers through Slack and a modern support platform to diagnose complex CI and infrastructure issues.
• Reproduce customer problems, isolate likely causes, and partner with product and engineering until the issue is resolved.
• Create the playbooks, escalation paths, service standards, runbooks, and SLAs for future hires.
• Notice patterns across issues and turn them into product/engineering feedback.
• Use automation and AI to remove repetitive support work.
• Help define what excellent enterprise support should look like while small.
• Dig into failed workflows involving Docker, Linux, caching, networking, or CI configuration.
• Recreate issues in controlled environments for engineering review.
• Maintain credible, technical updates to engineering teams during investigations.
• Review similar tickets to determine if improvements are needed in docs, tooling, or escalation paths.

Skills

Five+ years experience

Hands-on technical role

Technical debugging

Ownership & accountability

Tools

Docker

Linux

GitHub Actions

Firecracker

Slack

CI/CD

Job description

Epic Placements is seeking two senior technical support engineers in NYC to help build a fast and technically grounded support function for developers relying on CI workloads. You’ll work directly with software engineers, diagnose complex issues, and shape the future of enterprise support as the team grows.

Ideal candidates have 5+ years in hands-on technical roles, a track record of improving support processes, and the ability to communicate clearly with engineering teams.