Support Engineer

• 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

Explore DevOps Customer Support Engineer at Spacelift. Review requirements and application details.