DevOps Technical Support Engineer

About airSlate

airSlate is a global SaaS technology company that develops no-code workflow automation, electronic signature, and document management solutions. Our award-winning products - SignNow, pdfFiller, DocHub, altaFlow, Instapage, and US Legal Forms - serve over hundreds of millions of  users and more than one million customers worldwide, helping organizations of every size digitize processes, improve efficiency, and transform how they work.

We’re in an exciting phase of growth and transformation, with teammates in more than 20 countries across three continents and main hubs in the United States, Poland, Romania, Ukraine and Philippines. 

At airSlate, we’re building value for customers and a culture where growth and innovation go hand in hand. We’re looking for people eager to shape products, scale a company, and thrive in a fast-moving environment.

We're looking for an early-career Technical Support Specialist to join our DevOps team at airSlate. This isn't a traditional helpdesk position — it's a structured entry point into a DevOps engineering career, with real exposure to production infrastructure from day one.

You'll be part of an on-call rotation, responding to live incidents, processing infrastructure requests, and gradually taking on more complex tasks like Terraform PRs, CI/CD pipeline debugging, and AWS and Kubernetes troubleshooting. The team operates on a clear competency framework that takes engineers from Basic to Expert across all major DevOps domains, so your growth here is intentional and supported.

This role is a great fit if you've already started your DevOps journey — through courses, home labs, certifications, or self-study — and you're ready to accelerate by working with real systems.

What You’ll Do:

• Join a shift-based on-call rotation (evenings and weekends included) and serve as the first line of response for infrastructure incidents via Opsgenie and Slack;

• Handle service desk requests, document actions in incident threads, and write shift handoff notes;

• Review Terraform PRs, debug CI/CD pipelines, and run AWS diagnostics;

• Troubleshoot ECS and Kubernetes environments;

• Take on progressively more complex infrastructure tasks as your skills grow.

What We’re Looking For:

• Recent DevOps learning activity (courses, certifications, home lab, or AI-assisted learning);

• Comfortable working in the Linux terminal: navigation, diagnostic commands (top, grep, tail, ps), logs, file permissions;

• Solid understanding of networking fundamentals: IP addressing, DNS, TCP/UDP, OSI model;

• At least foundational knowledge of Docker — containerization vs. virtualization, basic commands;

• Fluent in Ukrainian or Russian;

• Intermediate English level;

• Comfortable with shift work and on-call duty, including a 1.5-minute response time for critical alerts.;

• Familiarity with AWS services (EC2, S3, RDS — even conceptually);

• Experience with monitoring tools (Grafana, Prometheus, Zabbix, Nagios);

• Basic Git knowledge or scripting ability;

• Familiarity with Terraform or IaC concepts.

Nice to have:

• Relevant certification: AWS Cloud Practitioner, CompTIA Linux+, RHCSA, Docker/Kubernetes;

• Active use of AI tools (ChatGPT, Claude, Copilot) for learning or productivity.

Work Schedule

 Schedule:

Standard work week follows typical hour schedule with defined start and end times

On-call duty week involves 24/7 coverage with specific structure: regular working hours (approximately 9 AM to 6 PM) plus on-call phone availability during non-working hours

During on-call week, engineers must be prepared to respond to incidents (MTTA <90sec) within 5 minutes maximum and should remain near a computer.

Incident frequency during on-call week varies significantly: can range from 1-2 calls to 3-4 calls per week, with some weeks having no calls and others having calls nearly every day

On-call duty is not compensated as overtime, but engineers receive one additional day off after the on-call week.