Technical Support & DevOps Engineer

We’re currently recruiting for a Technical Support & DevOps Engineer to strengthen incident management and response at our fast-paced digital agency based in Hitchin, Hertfordshire.

CDA exists to make digital, human. We’re a full-service digital agency specialising in software development, eCommerce, customer experience and digital marketing. We value simplicity, avoiding complexity and jargon.

Working closely with the software development and operations teams, this role is a hybrid role with dual responsibilities. The successful candidate will be primarily responsible for triaging and managing incidents reported by clients and providing status updates and resolution plans. They will also support the CDA cloud infrastructure for our Production and Test environments.

Key Duties and Responsibilities - Technical Support:

• Provide technical support by helping clients with issues they are facing with their website, app or software
• Investigate and resolve issues where possible or escalate to development team where necessary
• Take full ownership of incidents tickets through to final resolutions
• Ensure customer SLA's/KPIs and quality standards are met
• Maintain clear communication with clients, providing regular updates along with realistic expectations
• Demonstrate strong troubleshooting, problem-solving, prioritisation and analytical skills
• Exhibit a drive to fix problems and help clients in a clear, non-technical way

Skills and Experience - Technical Support:

• Minimum 3years in web hosting sector, ideally with product development organisations
• Experience in Tier 1 or Tier 2-line technical support
• Experience in ticket-based system i.e. FreshDesk, ZenDesk
• Technical support experience with eCommerce CMS platforms such as Magento, WooCommerce and Shopify
• Technical support experience with CMS platform WordPress
• Ability to fully understand and write SQL scripts to extract and update data from database i.e. MySQL
• Knowledge of web technologies: HTML, CSS, JavaScript, NextJS, React JS
• Experience with the version control system GIT
• Experience with relational databases such as MySQL
• Good working understanding of web hosting options (VPS, dedicated-servers, shared hosting)
• Experience working with control C-Panel/WHM/SSH
• Exceptional written and verbal communication skills and the ability to translate technical jargon into simple explanations

Key duties and responsibilities for DevOps Engineer:

• Maintain and improve CI/CD pipelines to support rapid and reliable software delivery
• Manage and optimise Linux-based environments, ensuring stability and performance
• Develop automation scripts and tooling using Python and other relevant languages
• Work with AWS / Azure cloud services to deploy and support resilient infrastructure
• Monitor and troubleshoot systems to maintain high reliability and performance i.e. site reliability
• Collaborate with cross-functional teams to embed DevOps best practices across the organisation.
• Own complex troubleshooting cases, diagnosing and resolving issues related to the platform, integrations, and system workflows

Skills and Experience - DevOps:

• Strong appetite for latest technology and trends in the industry
• Working background in Linux system administration and troubleshooting
• Working knowledge of development languages i.e. PHP, Python, JavaScript, Laravel, NextJs, React JS.
• Hands-on experience with container orchestration
• Working understanding of AWS services (EC2, S3, IAM, CloudFormation, etc.)
• Experience with monitoring and observability tools
• Familiarity with CI/CD tools (Jenkins, GitLab CI, or similar)
• Working knowledge of Security and DDoS protection i.e. familiar with CloudFlare platform
• Good understanding of DNS / Route 53

Salary and Package:

• Salary dependant on skills and experience
• Private health and dental cover
• 25 days holiday (plus Bank Holidays)
• Pension scheme

Benefits:

It’s a fantastic time to join the business. Our employees value the flexible working environment and the chance to develop their skills on a wide variety of interesting projects.

• Hybrid working (after probation)
• Flexible working hours
• Fully refurbished, modern office
• Great working environment when you’re needed in the office which includes free parking and a fully stocked kitchen with teas, coffee, snacks and more
• Frequent social events
• Holiday buy back scheme
• Charity volunteer day

How to Apply:

Please include a cover letter with your CV. Your covering letter should tell us why you’re suitable. We will contact you should you qualify for an interview.

NO AGENCIES

Equal Opportunities:

As a business we are committed to the continuous improvement of diversity and equality in the workplace, and we welcome talented individuals from all backgrounds who share our passion for making digital human.