SRE Support Engineer – CI/CD (Americas)

About Virtasant

Freedom 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 Overview

The SRE Support Engineer provides high-impact technical support for mission-critical CI/CD services used by every developer at a global customer. This role is deeply developer-facing, requires strong technical troubleshooting ability, and demands excellence in communication, prioritization, and parallel problem handling. You will be the front line ensuring developers maintain high velocity with minimal blockers.

Business Outcome

Become a deep expert in the CI/CD-focused technical services you support and deliver high-quality, responsive SRE support via Slack, tickets, and live troubleshooting. Your work will ensure developers experience high velocity and low blockers across the organization.

Success Measures

• Healthy ticket/thread volume handled with high-quality outcomes
• Consistent achievement of time-based SLAs (acknowledgement, engagement, resolution, closure)
• Strong customer satisfaction scores from survey feedback
• Accurate classification of issue type, severity, and patterns

What Will Be True When You Succeed

• Developers across the company will move faster with fewer blockers.
• CI/CD tool reliability and usability will noticeably improve.
• Escalations will decrease due to high-quality frontline troubleshooting.

Core Work Units

1. Frontline SRE Support for CI/CD Services

• Manage Slack threads and tickets (approximately 50/50 daily split)
• Provide fast triage, deliver missing information, and escalate only when required
• Handle several parallel user interactions without losing context

2. Deep-Dive Troubleshooting & Incident Support

• Diagnose and resolve complex issues independently
• Coordinate multiple related incident reports and guide users through impact and resolution
• Communicate clearly and proactively throughout incidents

3. Escalation Management

• Conduct thorough analysis before escalating
• Keep customer back-and-forth minimal by gathering complete information early
• Prepare clean, complete, high-quality escalation tickets that require no rework

4. Documentation & Knowledge Development

• Maintain, refine, and contribute to FAQs, documentation, and PRs
• Produce standardized problem/solution one-pagers
• Document newly solved problems instinctively and thoroughly

High-Quality Work — what top performance looks like

Frontline Support

• Quickly identifies root cause or missing context
• Moves seamlessly from quick triage to deeper analysis
• Manages multiple slack threads and tickets without dropping follow-ups

Deep-Dive & Incident Support

• Resolves complex issues without escalation
• Coordinates multiple user reports during incidents
• Keeps users informed and moves efficiently to resolution

Escalations

• Escalates only after all reasonable analysis is completed
• Captures all relevant data cleanly and clearly
• Produces handoffs that save downstream engineers time

Documentation

• Documentation so clear that users avoid opening tickets
• Proactively updates and refines materials for clarity and accuracy
• Quickly turns real-world issues into reusable knowledge

Typical Day / Work Patterns

• ~50% Slack support, ~50% ticket handling
• Documentation and PRs during low ticket volume periods
• Weekly team meeting to review escalated tickets
• High rate of context switching and parallel issue management

Required Skills & Experience

Non-Negotiable Skills

• Git proficiency
• CI/CD tooling expertise
• Strong troubleshooting ability
• Clear written and spoken communication
• SDLC understanding
• Linux command-line proficiency
• Scripting (Python/Bash)
• Container knowledge (Docker/Kubernetes)

Nice-to-Haves

• JFrog Artifactory
• Spinnaker
• Monitoring tools (Prometheus/Grafana)
• Prior SRE experience

Minimum Qualifications

• 2–5 years professional SRE, DevOps, or software development experience
• Strong troubleshooting skills
• Clear communication skills
• Strong linux skills, scripting, Git, and containers
• Disqualifiers: no CI/CD experience, poor communication

What You’ll Love

• Constant learning and rapid skill growth
• Hands-on technical problem solving
• Directly unblocking developers across a global organization

What May Be Challenging

• High context switching
• Repetitive problem patterns
• Pressure from supporting high-visibility systems

Differentiation: Industry

• Remote-first, trust-based culture
• Global team across 130+ countries
• High autonomy and respect for your time
• Exposure across multiple clients and modern systems
• Meaningful, impactful technical challenges

Differentiation: Internal

• Supports the highest-visibility set of services at the customer
• More direct developer-facing work than similar Virtasant roles
  • Deep specialization in CI/CD rather than broad platform coverage