Build & Release (CI/CD) Support Engineer

Virtasant•Austin, TX

6d•Remote

About The Position

The Build & Release (CI/CD) Support Engineer provides developer-facing technical support for a customer’s build, release, and CI/CD systems. The role supports engineers who depend on these systems to ship software, helping resolve blockers involving build pipelines, software supply chain workflows, and release tooling. Tools and systems include Maven, Java build systems, Docker, Spinnaker, Artifactory, and Jenkins. The engineer manages support through Slack and tickets, diagnoses build failures, broken pipelines, dependency issues, configuration errors, and complex packaging or artifact problems, and prepares thorough handoffs when escalation is needed. The role also maintains FAQs and internal documentation and turns recurring issues into reusable guidance. Success means providing fast, accurate support, meeting time-based SLAs, maintaining customer satisfaction, and reducing disruption to global engineering teams.

Requirements

2–5 years of experience in Build/Release Engineering, DevOps, SRE, or software development.
Proficiency with Git and expertise with GitHub.
Expertise with CI/CD tools such as Jenkins, GitHub Actions, or GitLab CI.
Build and release engineering fundamentals.
Experience with Maven and Java build tooling.
Understanding of the software supply chain lifecycle.
Experience supporting artifact repositories such as Artifactory or Nexus.
Experience with Spinnaker or similar deployment orchestration.
Strong troubleshooting skills.
Clear written and spoken communication skills.
Understanding of the software development lifecycle (SDLC).
Unix and Linux command-line proficiency.
Scripting skills in Python or Bash.
Container knowledge, including Docker and Kubernetes.
Solid Linux/Unix experience and experience with build tools such as Maven or Gradle, containers, and artifact management systems.

Nice To Haves

Experience with monitoring tools such as Prometheus or Grafana.
Prior SRE experience.

Responsibilities

Manage developer support threads in Slack and tickets, handling approximately equal volumes through each channel.
Triage build failures, broken pipelines, dependency issues, and configuration errors.
Diagnose complex build, packaging, and artifact problems independently.
Investigate issues involving Maven builds, Java compilation, Docker images, Artifactory repositories, Jenkins jobs, and Spinnaker pipelines.
Provide structured guidance during incidents and coordinate multi-user incidents involving large build failures.
Complete thorough analysis and gather relevant details before escalating issues.
Create clear escalation tickets with logs, reproduction steps, build metadata, and context.
Maintain and refine FAQs and internal documentation.
Create problem–solution one-pagers for recurring issues and document newly solved problems.
Handle multiple developer inquiries and support threads in parallel, keeping track of follow-ups.
Participate in weekly team meetings to review escalated tickets.
Work on documentation and pull requests during periods of lower ticket volume.