DevOps Support Specialist

Purpose

We are seeking a motivated and service-minded DevOps Support Specialist to join our team as the first line of support for our DevOps infrastructure and tooling. If you enjoy solving problems for other people, take pride in clear documentation, and want to build broad hands-on exposure across the entire DevOps lifecycle, we want to hear from you. As a DevOps Support Specialist at Divergent Technologies Inc., you will triage all incoming IT help desk tickets, resolve or route requests specific to our DevOps platforms, and partner with business teams to keep them productive and unblocked. You will also own and maintain our How-To pages in Confluence, ensuring self-service knowledge stays accurate, discoverable, and easy to follow. This role sits at the intersection of support and engineering and is an excellent path toward a deeper DevOps or platform engineering career. 

The Role

• Serve as the first point of contact for the IT help desk: monitor, triage, and prioritize all incoming tickets by urgency and business impact, and route complex issues to the appropriate engineering or platform team. 
• Respond to and resolve support requests specific to DevOps infrastructure and tooling, including CI/CD pipelines, source control, build and artifact repositories, containers, cloud environments, and monitoring platforms. 
• Provide hands-on support to business and engineering teams, helping them navigate DevOps tools, access requests, and established processes so they can stay productive. 
• Own and maintain the How-To pages in Confluence: author new articles, keep existing content current as tools and processes change, and continually expand coverage of the requests we see most often. 
• Manage access and provisioning requests for DevOps platforms in accordance with established security, licensing, and change-management practices. 
• Document issues, root causes, and resolutions in the ticketing system so that knowledge is captured rather than re-solved. 
• Identify recurring ticket patterns and drive them down through improved documentation, self-service tooling, or automation, partnering with DevOps engineers where deeper changes are required. 
• Assist with routine operational tasks such as build agent health checks, pipeline reruns, license and account audits, and environment cleanup. 
• Escalate and help coordinate response during outages or incidents affecting DevOps tooling, communicating status clearly to affected teams. 
• Continuously build knowledge of our platforms and of industry DevOps practices and bring improvement ideas back to the team. 

Basic Qualifications

• Ability to lawfully access information and technology that is subject to US export controls 
• 2–5 years of experience in a DevOps, IT support, systems administration, or platform/infrastructure support role. 
• Bachelor’s degree in computer science, information technology, a related field, or equivalent practical experience. 
• Fundamental understanding of the DevOps lifecycle (plan, code, build, test, release, deploy, operate, monitor) and of the platforms and tools used to support each phase. 
• Working familiarity with source control and collaboration tools such as Git and GitHub, GitLab, or Bitbucket. 
• Working familiarity with CI/CD tooling such as Jenkins, GitHub Actions, GitLab CI, or Azure DevOps. 
• Exposure to containers and cloud platforms such as Docker, Kubernetes, AWS, Azure, or GCP. 
• Comfort with basic scripting (Bash, PowerShell, or Python) to investigate and resolve issues. 
• Experience working in a ticketing system such as Jira or ServiceNow, and with a documentation platform such as Confluence. 
• Strong troubleshooting skills and the ability to diagnose problems methodically and know when to escalate. 
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences. 
• Strong documentation habits, attention to detail, and a customer-service mindset. 
• Ability to manage competing priorities and interruptions in a fast-paced environment. 

Preferred Qualifications

• Experience owning or substantially contributing to a technical knowledge base, ideally in Confluence. 
• Exposure to infrastructure as code and configuration management tools such as Terraform or Ansible. 
• Exposure to monitoring, logging, and observability tools such as Prometheus, Grafana, Zabbix, Kibana, or Splunk. 
• Familiarity with artifact and package management tools such as Artifactory, Nexus, or MinIO. 
• Familiarity with ITIL or another service-management framework. 
• Relevant certifications such as AWS Cloud Practitioner or Solutions Architect Associate, Azure Fundamentals, CompTIA, or Kubernetes CKA/CKAD. 
• Experience serving as an escalation point for internal developer or business teams. 
• Basic understanding of network and system administration, and of security and compliance best practices. 

Work Environment

• This is an on-site role located at our Torrance, CA headquarters. 
• Primary support coverage during standard business hours, with occasional participation in an escalation or on-call rotation for DevOps tooling incidents.