Build & Release Support Engineer – CI/CD
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 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 roles
• Deep specialization in CI/CD rather than broad platform coverage
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