[Hiring] DevOps Customer Support Engineer @Spacelift

Role Description

Spacelift is hiring a Director-level leader to own GTM enablement across the revenue organisation. As Spacelift’s GTM motion matures, enablement is the function that determines whether the people in the field can actually run it. We’re looking for someone to own that end of it.

What will you do:

• Support customers across multiple channels, primarily shared Slack channels, email/ticketing, with live calls and screen-shares for complex or urgent issues.
• Reproduce customer-reported issues and isolate root cause - reading logs, APM traces, and run history to tell a genuine product bug apart from a configuration issue or an upstream provider change.
• Build trust, not just fixes. Partner closely with customers and with Product and Engineering so that every interaction strengthens the relationship rather than just closing a case.
• Debug both SaaS and self-hosted deployments, including private workers, Rego policies, autoscaling, networking, and TLS/certificate issues.
• Reason about IaC behaviour at the implementation level - how Terraform/OpenTofu and Terragrunt execute, how providers cache and resolve, how outputs and run states propagate - well enough to explain unexpected behaviour clearly.
• Work with Spacelift policies (OPA/Rego) to diagnose and explain policy-driven behaviour.
• Ask targeted questions to get to the root of a problem fast, and follow issues through to resolution within agreed response times.
• Escalate to Product Engineers with a clean, reproducible case - minimal repro, relevant traces, and a clear articulation of expected vs actual behaviour.
• Write clear customer-facing communications for incidents, platform changes, and migrations.
• Prioritise and manage several open, technically complex issues at once.
• Follow up to confirm the customer's setup is fully working after a fix.
• Maintain and improve internal documentation and the knowledge base as you learn.
• Feed patterns and recurring pain points back to Product.
• Participate in on-call rotations for after-hours support.

Qualifications

• 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

• Innovative Culture: Join a team shaping cloud infrastructure management’s future.
• Growth Opportunities: Be a key player in driving Spacelift’s business and AWS partnership to new heights.
• Work-Life Balance: Flexible work environment, with remote-first options and competitive compensation packages.
• Collaborative Team: Work with passionate, talented people committed to driving success for our customers and partners.

Hiring Process

• 30-minute introductory video call with Nuria Requena, Talent Acquisition Manager
• 45-minute interview with Danielle Murphy, Head of Support Engineering
• Take-home exercise
• Technical interview
• 30-minute cultural call with a member of the Leadership team
• Reference check

Our values

• We build for CUSTOMERS
• We RESPECT each other
• We take OWNERSHIP seriously
• We succeed through COLLABORATION
• We embrace SPARK & WONDER

Join Us! At Spacelift, you won’t just be working on a technical product - you’ll be part of a team shaping the future of DevOps. Apply to contribute to a platform loved by its users and take your career to the next level!