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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in diagnosing and troubleshooting technical issues within SaaS and self-hosted environments, utilizing tools like Terraform and OPA/Rego. Strong communication skills are essential for effective customer support and documentation.
Highest-signal resume keywords
DevOps ExperienceCloud Provider ExpertiseLinux Environment ProficiencyTechnical Support ExperienceProblem-Solving Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Infrastructure as CodeCI/CDDockerTerraformOpenTofuTerragruntOPA/RegoDebuggingNetworkingTLS/Certificate Management
Soft Skills
Excellent Problem-Solving SkillsExcellent Communication SkillsCustomer-Facing CommunicationTargeted QuestioningFollow-Up Skills
Tools & Technologies
SlackAPM TracesLogsTicketing SystemsScreen-Sharing Tools
Certifications & Qualifications
DevOps CertificationInfrastructure as Code CertificationCloud Provider Certification
Industry Keywords
SaaSTechnical Support EngineerDesktop Support EngineerIT Help Desk TechnicianOn-Call Support
Tech Stack
Tools & technologiesAWSAzureCloudDockerGoogle Cloud PlatformLinuxTerraform
About the role
Key responsibilities & impact- Support customers across shared Slack channels, email/ticketing, live calls, and screen-shares
- Reproduce customer-reported issues and isolate root causes using logs, APM traces, and run history
- Partner with customers, Product, and Engineering to build trust and resolve issues
- Debug SaaS and self-hosted deployments, including private workers, Rego policies, autoscaling, networking, and TLS/certificate issues
- Reason about Terraform/OpenTofu and Terragrunt execution, provider caching and resolution, and outputs and run states
- Diagnose and explain policy-driven behavior using OPA/Rego
- Ask targeted questions and follow issues through to resolution within agreed response times
- Escalate clean, reproducible cases to Product Engineers with minimal reproductions, relevant traces, and expected-versus-actual behavior
- Write customer-facing communications for incidents, platform changes, and migrations
- Prioritize and manage multiple technically complex issues
- Follow up to confirm customer setups are fully working after fixes
- Maintain and improve internal documentation and the knowledge base
- Feed recurring pain points back to Product
- Participate in on-call rotations for after-hours support
Requirements
What you’ll need- 2 to 4 years of experience with DevOps (Infrastructure as Code, CI/CD, Docker, etc.)
- 2 to 4 years of experience with at least one of the main Cloud Providers (AWS, GCP, Azure)
- Hands-on experience with Linux environments
- Ability to diagnose and troubleshoot technical issues
- Ability to provide step-by-step technical help
- Excellent problem-solving and communication skills
- Excellent written English skills
- Work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role is a plus
- Additional certification in DevOps, Infrastructure as Code, Cloud Provider, or similar technologies is a plus
Benefits
Comp & perks- Flexible work environment, with remote-first options
- Competitive compensation packages
- Growth opportunities
- Collaborative team environment
- Participation in on-call rotations for after-hours support