Remote Ticket Support Jobs in Texas (NOW HIRING)

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)

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 Virtasant roles
  • Deep specialization in CI/CD rather than broad platform coverage