Senior Support Engineer

As a Senior Support Engineer, you will provide first-class post-sales technical leadership to our client base. You will possess advanced authority on the CircleCI platform, continuous integration, and deployment practices. In this role, you will collaborate directly with customers and act as a key liaison among our Product Management, Engineering, Customer Success, and Marketing teams to drive improvements based on user feedback and enhance the overall customer experience.

You will be the primary point of contact for technical inquiries and requests for assistance registered in our support ticketing system. Leveraging your extensive experience, you will mentor and guide junior team members, cultivate our support operations, and contribute to establishing a vibrant customer community that fosters user engagement and satisfaction. This role demands not only advanced technical capabilities but also a self-starting, dedicated mentality with a high degree of empathy for customers. You will be dealing with highly technical users and complex issues, while also fostering excitement and loyalty with each interaction.

About Customer Engineering at CircleCI

CircleCI’s Customer Engineering and Success organization aims to simplify our customers experiences and ensure they have a “wow” encounter when building and testing their applications. The Customer Engineering team engages with clients to uncover their technical and business requirements, from onboarding to implementation to scale. We comprise Technical Success Managers, Success Engineering for large accounts, and Support Engineering for Enterprise customers. This role offers robust opportunities for both horizontal and vertical growth within Customer Engineering and the wider CircleCI organization.

What You’ll Do

• Work closely with customers and your team to resolve escalated tickets on the CircleCI product efficiently and effectively.
• Employ creativity and resourcefulness to resolve complex customer technical problems and interpret intricate inquiries.
• Develop and implement standard methodologies for technical troubleshooting across multiple technologies, authoring comprehensive Knowledge Articles for our self-serve support portal.
• Represent the customer’s voice, channeling consistent feedback to Product and Engineering to enhance the product.
• Act as a champion for the CircleCI solution, advocating for customer needs and technical enhancements.
• Mentor junior team members and lead initiatives to improve team processes and workflows.
• Participate in on-call rotation, providing advanced technical support when required.

What We’re Looking For

• 5+ years of technical product support or engineering experience,** with a proven track record of escalating problem resolution.
• Extensive experience working directly with end-users to debug complex systems and mitigate common errors.
• Strong ability to connect business challenges to technical solutions, articulating technology value propositions effectively.
• Demonstrated capacity to learn rapidly and assimilate advanced concepts and emerging technologies.
• Significant experience with scripting in *nix environments and advanced command-line proficiency.
• Deep familiarity with Git and version control workflows, particularly GitHub and GitLab.
• A commitment to honesty in customer relationships, with the ability to provide transparent discussions about product capabilities and limitations.
• Advanced knowledge of operations and infrastructure, with a particular focus on networking, security, and compliance standards.
• Excellent relationship-building skills, characterized as a trusted advisor among diverse stakeholders.

Additional Skills That Are Great to Have!

• Experience with build, test, and deployment automation in technical leadership or customer-facing roles.
• Proficient in identifying and resolving networking issues affecting communication between distributed components.
• Advanced understanding of Docker and Linux containers.
• Familiarity with Kubernetes for orchestration of containers in production environments.
• Experience with iOS application testing, code signing, and deployment processes.
• Expertise in automating major IaaS platforms like AWS, GCP, or Azure with a focus on DevOps practices.
• Understanding of deploying and debugging distributed systems and microservices architectures.

We know there’s no such thing as a “perfect” candidate - we’re 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 you’ll 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.