Employer: Ionic


  • Ionic apps range from side projects to apps that power huge businesses. When Ionic’s developer-customers run into problems and need our help, they turn to our Developer Support team.
  • This team’s goal is to help developers keep their apps running and their end-users happy as quickly and effectively as possible.
  • The DevOps Support Engineer (DSE) is a key member of the Customer Success team. DSEs work directly with developers using Ionic to create their applications and help them troubleshoot technical issues.
  • The primary focus of this role is to help our customers solve critical and complex technical challenges related to continuous integration and continuous deployment (CI/CD).
  • The main goal of this role is to enable customers to deliver Ionic applications faster, automate releases, and set up Ionic Appflow for continuous mobile deployments.
  • In addition to support, DSEs also communicate with and assist Ionic’s Product and Engineering teams to ensure developer needs are met across the board.
  • If you enjoy an entrepreneurial environment where your opinion counts, and get motivated by jumping in and solving complex problems for developers, the DevOps Support Engineer position is for you.


  • In your role as a DevOps Support Engineer, you’ll be measured on your ability to:
  • Resolve tickets related to building, packaging and deploying applications
  • Reproduce and validate Ionic software bugs submitted by clients
  • Coordinate with engineering on resolution and work with leads to escalate by communicating client business impact
  • Identify, aggregate and flag customer trends to PM (ex outage indicators, feature enhancements, etc)
  • Proactively review customer usage and CI/CD setups to make strategic recommendations, increase adoption and introduce new features


Your areas of ownership will include:

  • Become an expert in Ionic’s platform and Appflow (DevOps product) to enable and assist Ionic’s customers to build and deploy their own applications
  • Respond to customers’ technical support requests and feature-related questions
  • Proactively onboard Appflow customers and help them implement CI/CD flow in their unique CI/CD setup and environment
  • Debug customer issues involving multiple platforms such as web, Android, and iOS, and create reproducible test cases for our engineering team to resolve
  • Be resourceful and find innovative ways to resolve issues
  • Contribute to Ionic’s product quality and roadmap. Share feedback and influence engineering, customer success, product management teams to improve customer experience
  • Enhance documentation to minimize repeating customer inquiries. Contribute to knowledge base, document standards, processes, and procedures related to best practices
  • Assist in planning and validation of Ionic’s product releases.


To be successful in this role, you’ll need:

  • Ability to empathize with developers and interact with people at all levels throughout the customer’s organization
  • Strong writing skills. Capable of explaining highly technical concepts in a concise and cogent manner.
  • Continuous improvement mindset. Love to automate tasks and prepare for scaling work Experience with release automation practices
  • Understanding of continuous integration, continuous delivery, and continuous deployment techniques
  • Familiar with with CI/CD engine tools (Jenkins, Azure DevOps), cloud providers (AWS, Azure), and database engine tools (ProstgresSQL, Aurora)
  • Understanding of CI/CD pipelines and capabilities.
  • Comfortable with bash and working from the command line.

A big plus if you have (desired skills)….

  • Understanding of front end web development with some experience debugging web and mobile apps
  • Experience with troubleshooting, supporting and maintaining hybrid mobile applications (Cordova and Capacitor)
  • Familiar with containers and container orchestration tools
  • Familiar with Operating Systems (Windows and Linux) and Application Servers
  • Understanding of communication protocols (TVP, HTTP/S), network topography (LAN, intranets), and authentication protocols (SAML, OAuth)
  • Experience with developer support
  • Experience with ZenDesk Workflows and Administration