While this position is not currently open, we are interviewing strong candidates for upcoming opportunities on this team.Location: Remote | Time Zone: (US, Canada, Brazil, Chile, Colombia, Mexico) (8AM–5PM Pacific)About VirtasantVirtasant is a global technology services company delivering large-scale cloud, data, and engineering solutions across 130+ countries. We partner with some of the world’s largest organizations to help them build, operate, and scale internal platforms used by tens of thousands of engineers.For this role, you will be supporting one of the most advanced internal developer platforms in the world, powering products used by hundreds of millions of people. The problems you will solve are deep, complex, and essential to keeping a global-scale organization moving.About VirtasantFreedom to Grow. Power to Deliver.At Virtasant, talented people do their best work in an environment built on trust, autonomy, and continuous learning. With team members in 130+ countries, we are a remote-first, proudly diverse organization focused on meaningful work and real impact.Role OverviewThe Build & Release Support Engineer provides high-impact technical support for the customer’s build, release, and CI/CD systems, which every developer depends on to ship software.This role is deeply developer-facing and centers on build pipelines, software supply chain workflows, and release tooling. You will help engineers resolve blockers across tools like Maven, Java build systems, Docker, Spinnaker, Artifactory, and Jenkins.Success depends on strong troubleshooting skills, clear communication, and the ability to manage multiple threads and tickets in parallel. You will be the front line, ensuring developers can deliver reliably, safely, and at high velocity.Business OutcomeBecome a deep expert in the customer’s build and release ecosystem and deliver fast, accurate support across Slack and tickets. Your work will maintain high developer velocity and minimize disruption across global engineering teams.Success MeasuresHealthy volume of threads and tickets handled with high-quality outcomesConsistent achievement of time-based SLAsHigh customer satisfaction through surveysAccurate classification of issue type, severity, and patternsWhat Will Be True When You SucceedDevelopers ship faster with fewer build and release blockersCI/CD and software supply chain tooling become more reliable and more usableEscalations decrease due to strong frontline troubleshootingCore Work Units1. Frontline Support for Build & Release SystemsManage Slack threads and tickets (roughly 50/50)Triage build failures, broken pipelines, dependency issues, and configuration errorsProvide fast, accurate context before escalatingHandle multiple interactions in parallel without losing track2. Deep-Dive Troubleshooting & Incident SupportDiagnose complex build, packaging, or artifact problems independentlyInvestigate issues involving Maven builds, Java compilation, Docker images, Artifactory repos, Jenkins jobs, and Spinnaker pipelinesProvide structured guidance throughout incidents3. Escalation ManagementComplete a thorough analysis before escalatingGather all required details upfront to reduce back-and-forthProduce clean, high-quality escalation tickets that downstream teams can act on immediately4. Documentation & Knowledge DevelopmentMaintain and refine FAQs and internal documentationCreate problem–solution one-pagers for recurring issuesDocument newly solved problems instinctively and thoroughlyHigh-Quality Work — what top performance looks likeFrontline SupportQuickly identifies whether the issue is build-related, config-related, or infra-relatedMoves smoothly from triage to deeper analysisJuggles multiple developer inquiries without missing follow-upsDeep-Dive & Incident SupportResolves complex pipeline or build issues without escalationCoordinates multi-user incidents involving large build failuresCommunicates clearly during investigation, root-cause analysis, and resolutionEscalationsOnly escalates after a thorough investigationProvides complete logs, reproduction steps, build metadata, and contextSaves downstream engineers time with clean, accurate handoffsDocumentationDocumentation is so clear that users avoid opening ticketsProactively updates and refines materials for clarity and accuracyQuickly turns real-world issues into reusable knowledgeTypical Day / Work Patterns~50% Slack support, ~50% ticket handlingDocumentation and PRs during low ticket volume periodsWeekly team meeting to review escalated ticketsHigh rate of context switching and parallel issue managementRequired Skills & ExperienceNon-Negotiable SkillsGit proficiencyCI/CD tooling expertise (Jenkins, GitHub Actions, GitLab CI, etc.)Build & Release engineering fundamentalsMaven and Java build toolingUnderstanding of software supply chain lifecycleComfort supporting Artifact repositories (Artifactory, Nexus, etc.)Experience with Spinnaker or similar deployment orchestrationStrong troubleshooting abilityClear written and spoken communicationSDLC understandingUnix command-line proficiencyLinux command-line proficiencyScripting (Python/Bash)Container knowledge (Docker/Kubernetes)Nice-to-HavesMonitoring tools (Prometheus/Grafana)Prior SRE experienceMinimum Qualifications2–5 years in Build/Release Engineering, DevOps, SRE, or software developmentStrong troubleshooting skillsClear communication skillsStrong linux skills, scripting, Git, and containersSolid Linux/Unix experienceExperience with build tools (Maven/Gradle), containers, and artifact management systemsDisqualifiers: no CI/CD experience, poor communicationWhat You’ll LoveConstant learning and rapid skill growthHands-on technical problem solvingDirectly unblocking developers across a global organizationWhat May Be ChallengingHigh context switchingRepetitive problem patternsPressure from supporting high-visibility systemsDifferentiation: IndustryRemote-first, trust-based cultureGlobal team across 130+ countriesHigh autonomy and respect for your timeExposure across multiple clients and modern systemsMeaningful, impactful technical challengesDifferentiation: InternalSupports the highest-visibility set of services at the customerMore direct developer-facing work than similar Virtasant roles• Deep specialization in CI/CD rather than broad platform coverage
about 2 months ago