Remote Future - Build & Release Support Engineer CI/CD

Location: Remote Time Zone: (US, Canada, Brazil, Chile, Colombia, Mexico) (8AM–5PM Pacific)

About Virtasant

Virtasant 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 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 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 Outcome

Become 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 Measures

Healthy volume of threads and tickets handled with high-quality outcomes

Consistent achievement of time-based SLAs

High customer satisfaction through surveys

Accurate classification of issue type, severity, and patterns

What Will Be True When You Succeed

Developers ship faster with fewer build and release blockers

CI/CD and software supply chain tooling become more reliable and more usable

Escalations decrease due to strong frontline troubleshooting

Core Work Units

1. Frontline Support for Build & Release Systems

Manage Slack threads and tickets (roughly 50/50)

Triage build failures, broken pipelines, dependency issues, and configuration errors

Provide fast, accurate context before escalating

Handle multiple interactions in parallel without losing track

2. Deep-Dive Troubleshooting & Incident Support

Diagnose complex build, packaging, or artifact problems independently

Investigate issues involving Maven builds, Java compilation, Docker images, Artifactory repos, Jenkins jobs, and Spinnaker pipelines

Provide structured guidance throughout incidents

3. Escalation Management

Complete a thorough analysis before escalating

Gather all required details upfront to reduce back-and-forth

Produce clean, high-quality escalation tickets that downstream teams can act on immediately

4. Documentation & Knowledge Development

Maintain and refine FAQs and internal documentation

Create problem–solution one-pagers for recurring issues

Document newly solved problems instinctively and thoroughly

High-Quality Work — what top performance looks like

Frontline Support

Quickly identifies whether the issue is build-related, config-related, or infra-related

Moves smoothly from triage to deeper analysis

Juggles multiple developer inquiries without missing follow-ups

Deep-Dive & Incident Support

Resolves complex pipeline or build issues without escalation

Coordinates multi-user incidents involving large build failures

Communicates clearly during investigation, root-cause analysis, and resolution

Escalations

Only escalates after a thorough investigation

Provides complete logs, reproduction steps, build metadata, and context

Saves downstream engineers time with clean, accurate handoffs

Documentation

Documentation is 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 (Jenkins, GitHub Actions, GitLab CI, etc.)

Build & Release engineering fundamentals

Maven and Java build tooling

Understanding of software supply chain lifecycle

Comfort supporting Artifact repositories (Artifactory, Nexus, etc.)

Experience with Spinnaker or similar deployment orchestration

Strong troubleshooting ability

Clear written and spoken communication

SDLC understanding

Unix command-line proficiency

Linux command-line proficiency

Scripting (Python/Bash)

Container knowledge (Docker/Kubernetes)

Nice-to-Haves

Monitoring tools (Prometheus/Grafana)

Prior SRE experience

Minimum Qualifications

2–5 years in Build/Release Engineering, DevOps, SRE, or software development

Strong troubleshooting skills

Clear communication skills

Strong linux skills, scripting, Git, and containers

Solid Linux/Unix experience

Experience with build tools (Maven/Gradle), containers, and artifact management systems

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