Senior Support Engineer

Job Title: Support Engineer

As a Support Engineer, you will provide firstclass postsales technical leadership to our client base. Working directly with customers, Support Engineers are the authority on the CircleCI platform, continuous integration, and deployment practices. Finally, as part of the Customer Engineering organisation, you will have the opportunity to work directly with our Product Management, Engineering, Customer Success, and Marketing teams to share knowledge and experiences, and will act as the Voice of the Customer to help drive improvements that will ensure our customers success with CircleCI.

You will be the main point of contact for technical questions and requests for assistance that our customers register in our support ticketing system. You will work with the rest of the Support team to build out and cultivate our support operations, and help to establish a customer community to improve the experience of our customers. For this job you will need to have a strong technical capability along with a strong selfstarting, dedicated mentality and the ability to maintain empathy for customers. Youre going to be dealing with very technical users and complex issues, but youre also tasked with creating excitement and loyalty in the customers you interact with.

About Customer Engineering at CircleCI

CircleCIs Customer Engineering and Success organizations goal is to make life easier for our customers and leave them with the wow experience of building and testing their applications with ease. Customer Engineering works with customers to understand their technical and business needs and requirements — from onboarding to implementation to scale. We are comprised of Technical Success Managers, Success Engineering (postsales for large accounts), and Support Engineering (postsales ticket based support for Enterprise customers). There is an opportunity for both horizontal and vertical growth, and promotion within Customer Engineering and the CircleCI organization!

What youll do:

• Work closely with your team and our customers to help them resolve tickets on the product
• Be creative and resourceful in solving customer technical problems and answering customer questions
• Build standard methodologies for technical troubleshooting across different technologies, and author Knowledge Articles that contribute to our selfserve support portal
• Be the customers voice and use customer feedback to help Product and Engineering improve the product
• Become a champion of the CircleCI solution
• Participate in oncall rotation

• What were looking for:

  • 2+ years of technical product support or engineering or equivalent experience
  • Experience working directly with endusers to debug common errors
  • Ability to tie business problems to technical solutions and understand technology value propositions
  • Demonstrated capacity to quickly absorb new concepts and technologies
  • A decent amount of time using and scripting *nix
  • Familiarity with Git in general and ideally GitHub in particular
  • You believe that the best way for all to succeed is to honestly discuss product and company abilities and limitations with customers. We dont oversell at CircleCI
  • Strong opsinfrastructure knowledge, especially networking and security
  • Great relationship building skills and a good people person
  • Outstanding written and oral interpersonal skills

  • Additional great skills to have!

    • Experience with build, test, and deployment automation, either as a practitioner or in a customerfacing role
    • Ability to fix networking issues that may prevent communication between different components
    • Knowledge of Docker or Linux containers in general
    • Knowledge of Kubernetes in general
    • Knowledge of iOS application testing and code signing
    • Experience using and automating a major IaaS like AWS, GCP, or Azure
    • Familiarity with deploying and debugging distributed systems

    • We know theres no such thing as a perfect candidate were all a work in progress and are growing new skills and capabilities all the time. CircleCI welcomes those passionate about learning and evolving, so however you identify and whatever your background, if this looks like a role where you could do your best work, we hope youll apply.

      We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

      We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

      About CircleCI

      CircleCI is the world’s largest continuous integrationcontinuous delivery (CICD) platform, and the hub where code moves from idea to delivery. As one of the mostused DevOps tools processing more than 3 million jobs a day CircleCI has unique access to data on how the most effective engineering teams work, and the tools to help software companies successfully leverage the power of AI into their commercial applications. Companies like Hinge, HuggingFace, and Samsung use us to improve engineering team productivity, release better products, and get to market faster.

      
      Founded in 2011 and headquartered in downtown San Francisco with a global, remote workforce, CircleCI is venturebacked by Base10, Greenspring Associates, Eleven Prime, IVP, Sapphire Ventures, Top Tier Capital Partners, Baseline Ventures, Threshold
      Ventures, Scale Venture Partners, Owl Rock Capital, Next Equity Partners, Heavybit, and Harrison Metal Capital.

      CircleCI is an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.