DevOps & Technical Support Engineer

We are currently recruiting for a DevOps & Technical Support Engineer to support the Cloud Infrastructure and Tier 2 of 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.

This opportunity will see the successful candidate responsible for CDA cloud infrastructure environments and Production incident management, working closely with the Software Development and Operations team.

THE SUCCESSFUL CANDIDATE:

We're looking for a technical, solution-focused individual, with experience in technical support, diagnostics, or software engineering, to join our team on a full-time, permanent basis.

This is a hybrid role with dual responsibilities of:

• Support in creating and managing the CDA cloud infrastructure for our Production and Test environments
• Manage incidents reported by the client and providing status updates and resolution plans for delivery to Production, * Strong appetite for latest technology and trends in the industry
• Design, build, and maintain 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 architect and support resilient infrastructure
• Implement monitoring, logging, and alerting solutions to ensure system health and availability.
• Collaborate with cross-functional teams to embed DevOps best practices across the organisation.
• Contribute to security, compliance, and governance initiatives within a regulated environment.
• Own complex troubleshooting cases, diagnosing and resolving issues related to the platform, integrations, and system workflows, * Take full ownership of incidents tickets through to final resolutions, ensuring client supported and updated to the closure
• Ensures customer SLA's/KPIs and quality standards are met
• Communicate with the clients, providing regular updates along with realistic expectations

• Technical background with experience in technical support, diagnostic or software engineering.
• Strong troubleshooting, problem-solving, and analytical skills.
• Exceptional written and verbal communication skills.
• Previous experience in customer-facing technical roles is highly desirable
• Own complex troubleshooting cases, diagnosing and resolving issues related to the platform, integrations, and system workflows
• Document solutions, FAQs, and internal processes to improve efficiency and knowledge-sharing
• Proactively identify patterns, bugs, or bottlenecks and suggest improvements, * Minimum 3 years' experience in user journey design
• GCSE's minimum grade C/4, including English & Maths
• Degree in Graphic Design (or a relevant field)
• Good understanding of Figma and Adobe Creative Suite. Knowledge in After Effects is a strong bonus, but is not a necessity
• A solid understanding of user experience and UX processes
• Strong understanding of mobile responsive design and mobile experience
• Strong Knowledge of eCommerce CRO
• Strong portfolio demonstrating creativity and ideas across online and offline
• Ability to lead scoping sessions with both internal teams and clients
• Good customer and stakeholder management skills
• Located within a 1-hour commute of Hitchin, Hertfordshire

• Salary dependant on skills and experience
• Private health and dental cover
• 25 days holiday (plus Bank Holidays)
• Pension scheme, 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 office for 2025
• 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

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.