Senior Assigned Support Engineer (EMEA) (GitLab/CI/CD)

Location: Remote, United Kingdom

Company

hirify.global provides an intelligent orchestration platform for DevSecOps, helping organizations improve developer productivity, operational efficiency, security, compliance, and digital transformation.

What you will do

• Provide technical support to major Self-managed, hirify.global Dedicated, and hirify.global.com customers.
• Investigate and resolve complex, critical support issues using Zendesk, logs, Linux utilities, and tools such as strace.
• Build proactive relationships with customer stakeholders and help prioritize technical blockers.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales on defect resolution, feature development, and roadmap input.
• Advise customers on hirify.global and CI/CD implementations, incidents, service interruptions, and mitigation strategies.
• Create reusable documentation, knowledge articles, runbooks, and troubleshooting guides while supporting team knowledge sharing and hiring activities.

Requirements

• Experience managing complex customer-facing support cases from triage and reproduction through escalation and resolution.
• Advanced troubleshooting skills for ambiguous, multi-layered issues across applications, infrastructure, and integrations.
• Strong Linux systems administration knowledge, including performance analysis and low-level debugging tools.
• Practical experience with hirify.global and CI/CD deployment models and their impact on customers.
• Proficiency in scripting languages such as Ruby or Bash and familiarity with MVC frameworks, preferably Ruby on Rails.
• Familiarity with DevOps technologies such as Kubernetes and serverless platforms, plus strong communication and customer relationship skills.

Culture & Benefits

• Fully distributed collaboration across AMER, EMEA, and APAC regions.
• Flexible shift organization with asynchronous collaboration across time zones.
• Pairing sessions, one-to-ones, coffee chats, and Slack conversations for knowledge sharing.
• Health, financial, and well-being benefits with flexible paid time off.
• Equity compensation, employee stock purchase plan, growth and development fund, and parental leave.