DevOps Support Engineer

Octopus Deploy sets the standard for Continuous Delivery, empowering software teams to deliver value in an agile way. Over 4,000 organizations globally –  including Ubisoft, ASOS, Xero, monday.com, Stack Overflow, NASA, and Disney – rely on our Continuous Delivery, GitOps, and release orchestration solutions. 

Founded in Australia in 2012, our team of over 270 Octonauts now spans the globe. We combine high growth and big ambitions with a sustainable, balanced working environment. Our revenue has grown consistently between 30–50% every year for the past 8 years, and we’ve been profitable for 10 out of the past 11 years.

We’ve been remote-first since 2015 and work with an uncommon level of transparency. You can read our public handbook to learn how we work. We have a transparent approach to compensation that ensures people doing the same work with the same skill get paid the same, with well-defined career pathways. We foster a supportive, collaborative, and high-trust environment. We leave our job titles at the door and focus on doing what’s best for our customers and team. Our leaders never shy away from answering the tough questions at our all-hands calls or in 1:1s. We conduct interviews and onboarding virtually as part of being a remote-first company.

We are looking for a driven DevOps Support Engineer to join our West Coast US Support team. As a highly technical Customer mentor and advocate, you will collaborate with your support teammates and cross-functional colleagues throughout the organization to resolve a range of complex CI/CD issues facing our customers. You will also liaise with the Engineering teams on new features influencing development to best represent how our customers work with Octopus Deploy day in and day out. 

To help our teams work together effectively, this remote position requires you to be located PST Timezone in the United States.

There may be a weekend on-call component to this role. This is a rotational schedule with times ranging from 8a-5p GMT on Saturday and Sunday. Please ask during the interview process if you have any questions or concerns.

What You'll Do

• Help customers with any questions or problems they encounter via email, our support forum, community Slack and any other channels. Our customers are highly skilled DevOps Engineers, you won't be spending your time performing password resets and turning equipment off and back on again.

• Building CI/CD pipelines to replicate customer issues

• Use IaC and CaC to facilitate the rapid build and tear down of test environments

• Create resources such as how-to's, documentation, and blog posts to help our customers and the support team solve problems

• Be actively involved in the design of new features and other changes - any suggestions that you feel will reduce the support impact will be prioritized highly, and issues that appear in the support queue more than a couple of times will be fixed as a matter of priority

• Play a huge part in leading and growing our support capability as our business grows. Have ideas to make your job easier or provide a better customer experience? We want to hear them.

Your Background:

• You have experience working with CI/CD pipelines.

• You have Cloud experience with Google, AWS or Azure

• You have hands-on experience with containerization, preferably in a production environment.

• Knowledge of Windows operating systems

• Knowledge of *Nix operating systems

• Proven experience in technically complex, highly integrated enterprise environments

• You are a great communicator and can show examples of previous work (blog posts or documentation you've written, for example)

• You can relate to customers and show empathy when there are issues and can take responsibility for ensuring they get resolved 

• You like to solve problems and ensure customers aren't just satisfied, but utterly delighted by your willingness to go the extra mile and help them

• You like to work in a team, as a team

• You can work from home and have a decent broadband connection capable of videoconferencing

• You are able to work outside of business hours when required. We value work-life balance and believe that working overtime just makes people less productive. We can’t guarantee that everything will fall neatly into business hours, so where required we encourage you to find balance by taking time out during the day.

Octopus has an internally open and transparent system for compensation - any Octonaut can view the compensation for any role at any level in the company. This ensures people doing the same work with the same skill are paid exactly the same. 

The compensation for this role is:

Level 2- DevOps Support Engineer: $90,000- $110,000 annual + stock options

Level 3- Senior DevOps Support Engineer: $120,000-130,000 annual + stock options

People in this role may be expected to participate in an on-call program which pays an additional 5% on top of the base salary. You can opt out of on-call rotation. This is a rotational schedule with times ranging from 8a-5p GMT on Saturday and Sunday. Please ask during the interview process if you have any questions or concerns.

Benefits include a minimum of 25 days annual leave, up to 10 days of paid sick & carers leave, 12 weeks of fully-paid parental leave with flexible return options, generous health care (100% individuals, 75% dependents), dental and vision, 401K matching, pension contributions of up to 5%, and stock options. Learn more. 

Interview Process

Below is the interview process you can expect for this role. We know interviewing can seem daunting, but rest assured we designed our interview process to move quickly while still getting you all the information you need.

💻Initial technical assessment [15 min]

Technical assessment: A quick email assessment with some fictional questions you may see in a Suport role at Octopus. This helps give you a great idea of what it may be like to work here.

👋🏼Initial chat [30 min]

Talent acquisition screen: Meet with your Talent Acquisition team and get a feel for what it would be like to be an Octonaut!

🧑‍💻Hiring manager chat [30 min]

Hiring manager chat: Designated time to chat with the hiring manager. This is a great opportunity to get to know each other. You should expect the hiring manager to ask questions about your professional background and goals. We welcome any questions you may have for us!

💻Technical Panel [60–90 min]

Technical test: Designed to showcase your skill set, we give you in-house exercises to gauge your professional scope and expertise.

Our public employee handbook is the best place to learn more about life at Octopus. It includes our values, how we structure teams, career progression, leave and benefits, and much more. 

If you're enthusiastic about this position, even if you don’t meet all the criteria above, we wholeheartedly encourage you to submit your application. Our talent team is in-house, and we recognize that every individual brings something unique. We take the time to review every application and consider how you might add to the team. 

We know your time is precious. If you apply, we promise to update you at least once per week about the status of your application and to give you clear expectations for each step in the journey. 

[Note to Search Firms/Agencies]

Octopus Deploy does not compensate search firms for unsolicited assistance unless they have a written search agreement with Octopus Deploy and the requisition is position-specific. Any resumes, curriculum vitae and other unsolicited assistance from search firms that do not have a written search agreement or position-specific requisition submitted to any Associate of Octopus Deploy will be deemed the sole property of Octopus Deploy and no fee will be paid in the event the candidate is hired by Octopus Deploy.