DevOps Customer Support Engineer; Remote Europe

Spacelift is an infrastructure orchestration platform that manages your entire infrastructure lifecycle — provisioning, configuration and governance. Spacelift integrates with all your infrastructure tooling (e.g. Terraform, Open Tofu, Cloud Formation, Pulumi, Ansible) to provide a single integrated workflow so you can deliver secure, cost-effective, and resilient infrastructure, fast. By automating deployment and configuration, providing developer self‑service, golden paths with guardrails, and an OPA policy engine, Spacelift empowers businesses to accelerate developer velocity while maintaining control and governance over their infrastructure.

Spacelift offers unrivalled support, no‑nonsense pricing, and a range of deployment models to fit your specific needs. Spacelift was founded in 2020 by long‑time Dev Ops practitioner Marcin Wyszynski and successful entrepreneur Pawel Hytry and has raised $82.3M in funding over four rounds from top venture capital firms, including Insight Partners, Blossom Capital, Hoxton Ventures, Inovo Venture partners and Five Elms Capital.

Spacelift is building the infrastructure platform that engineering teams actually want to use. We're growing fast, and the partner channel is a core part of how we scale. We're looking for someone to own it. Spacelift is hiring a Director‑level leader to own GTM enablement across the revenue organisation. As Spacelift’s GTM motion matures, enablement is the function that determines whether the people in the field can actually run it.

We're looking for someone to own that end of it.

• Support customers across multiple channels, primarily shared Slack channels, email/ticketing, with live calls and screen‑shares for complex or urgent issues.
• Reproduce customer‑reported issues and isolate root cause - reading logs, APM traces, and run history to tell a genuine product bug apart from a configuration issue or an upstream provider change.
• Build trust, not just fixes. Partner closely with customers and with Product and Engineering so that every interaction strengthens the relationship rather than just closing a case.
• Debug both SaaS and self‑hosted deployments, including private workers, Rego policies, autoscaling, networking, and TLS/certificate issues.
• Reason about IaC behaviour at the implementation level - how Terraform/Open Tofu and Terragrunt execute, how providers cache and resolve, how outputs and run states propagate - well enough to explain unexpected behaviour clearly.
• Work with Spacelift policies (OPA/Rego) to diagnose and explain policy‑driven behaviour.
• Ask targeted questions to get to the root of a problem fast, and follow issues through to resolution within agreed response times.
• Escalate to Product Engineers with a clean, reproducible case - minimal repro, relevant traces, and a clear articulation of expected vs actual behaviour.
• Write clear customer‑facing communications for incidents, platform changes, and migrations.
• Prioritise and manage several open, technically complex issues at once.
• Follow up to confirm the customer's setup is fully working after a fix.
• Maintain and improve internal documentation and the knowledge base as you learn.
• Feed patterns and recurring pain points back to Product.
• Participate in on‑call rotations for after‑hours support.

• 2 to 4 years of experience with Dev Ops (Infrastructure as Code, CI/CD, Docker, etc.)
• 2 to 4 years of experience with at least one of the main Cloud Providers (AWS, GCP, Azure).
• Hands‑on experience with Linux environments.
• Ability to diagnose and troubleshoot technical issues.
• Ability to provide step‑by‑step technical help.
• Excellent problem‑solving and communication skills.
• Excellent written English skills.
• Work experience as a Technical…