Development Support Engineer

Job Title: Development Support Engineer
Job Type: Full-time
Location: Remote - United States

About CloudBees

CloudBees enables enterprises to deliver scalable, compliant, and secure software, empowering developers to do their best work. 

Seamlessly integrating into any hybrid and heterogeneous environment, CloudBees is more than a tool—it's a strategic partner in your cloud transformation journey, ensuring security, compliance, and operational efficiency while enhancing the developer experience across your entire software development lifecycle. It allows developers to bring and execute their code anywhere, providing greater flexibility and freedom through fast, self-serve, and secure workflows.

CloudBees supports organizations at every step of their DevSecOps journey, whether using Jenkins on-premise or transitioning software delivery to the cloud. We’re helping customers build the future, today.

About the Role

CloudBees customers rely on our Support team to help them be successful in the use of our products. Our team is uniquely positioned to help sustain the company’s growth by providing a customer support experience that surpasses expectations. These positive customer experiences help drive annual renewals and business expansion. A successful Development Support Engineer (DSE) will use their skills and experience to accurately diagnose customer issues and get them resolved in a timely way, to the customer’s happiness. In addition, motivated individuals who want to contribute in other ways will have opportunities to work on our collection of internal tools that automate the diagnosis of issues, making the entire team more efficient by reducing manual work.

A typical day in our Support team starts with a scrum meeting where we review open and unassigned cases and help each other with issues we’re stuck on. Working on active cases, we answer basic questions and also tackle problems that range from the mundane to the fiendishly complicated (it helps if you enjoy a good challenge). We collaborate with each other throughout the day, via Slack or video calls. During down time, we build technical knowledge through training and tools development.

CloudBees has been a remote-work-first company since it was founded, and the majority of the DSE team works remotely. The existing team has a mix of backgrounds including system administrators, developers, support engineers, and DevOps engineers. We strive to provide everyone on the team with exciting challenges, opportunities for personal and professional growth, and a positive work/life balance.

Key Responsibilities

• Answer customer questions about product usage and best practices.
• Diagnose complex technical issues and provide solutions or workarounds.
• Connect with customers through a ticketing system, with phone support sometimes required for complex or urgent issues.
• Collaborate frequently with members of the Support and Engineering teams.
• Contribute to documentation.
• Contribute to internal software tools to automate diagnosis of customer issues.
• Work a weekend on-call rotation every 4-8 weeks (daytime hours only).

Qualifications

Required:

• Good working knowledge of popular DevOps tools and services such as: Jenkins, Docker, Artifactory/Nexus, Kubernetes, git & GitHub.
• Basic Linux system administration knowledge.
• Good communication skills (English language fluency required).
• The ability to work independently.
• The ability to build knowledge of new technologies easily.
• A sense of empathy with our customers.
• Year of experience - minimum 5 years and above.

As previously mentioned, members of our team have a variety of past work experience, and each brings a different mix of skills to our team. The following are some examples of these skills, but by no means do we expect candidates to have all of them. If any of these fits with your experience, we would love to hear from you!

• System administration knowledge, especially Linux, storage, and/or networking.
• Knowledge of common enterprise environments & technologies such as LDAP & databases.
• Knowledge of common web application architectures, SSL, REST API concepts, etc.
• Understanding of Continuous Integration and Continuous Deployment concepts and practices.
• Experience with cloud computing environments.
• Programming experience, anything from shell scripting to Java development.
• Open source community contributions, especially Jenkins.
• Previous experience in customer-facing roles.
• Computer Science / IT degree or equivalent work experience.
• Certifications: Cloud computing providers, Kubernetes, etc.

Compensation & Benefits

• In accordance with applicable law, the following represents a reasonable estimated compensation range for this role: the estimated pay range for this role is $90,000 - $105,000 annually (OTE). Actual compensation will be determined based on skills, experience, and geographic location and may be more or less than the amount shown above. Compensation for this role is base compensation + commission. Compensation shown is reflective of on target earnings (OTE).
• What CloudBees Offers:
  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • Short & Long Term Disability
  • Life Insurance
  • HSA/FSA
  • Remote Work Environment
  • Flexible Time Off 
  • Paid Company Holidays
  • Parental Leave
  • Variable Bonus Plan dependent on your role
  • Stock grant opportunities dependent on your role
  • 401(k) with Company Match

EEO Statement 

CloudBees is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made based on qualifications, merit, and business need, without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status, or any other protected characteristic as outlined by federal, state, or local laws.

Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Duties, responsibilities, and activities may change at any time with or without notice.