Senior Support Engineer

Summary

Join CircleCI as a Senior Support Engineer and provide first-class post-sales technical leadership to our Japan and APAC client base. You will be the main point of contact for technical questions and requests, working with customers to resolve tickets and debug errors. You will build standard methodologies for troubleshooting, author knowledge articles, and act as the voice of the customer to improve the product. This role requires strong technical capabilities, a self-starting mentality, and empathy for customers. You will collaborate with various teams within CircleCI to share knowledge and drive improvements. The ideal candidate possesses exceptional communication skills in English and Japanese, along with extensive experience in technical product support or engineering.

Requirements

• Exceptional written and oral communication skills in English and Native/fluent Japanese language skills
• 4+ years of technical product support or engineering
• Experience working directly with customers 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 don't oversell at CircleCI
• Strong ops/infrastructure knowledge, especially networking and security
• Great relationship building skills and a good people person
• Outstanding written and oral interpersonal skills

Responsibilities

• Work closely with our customers to help them resolve tickets
• Be creative 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 self-serve support portal
• Be the customer's voice and use customer feedback to help Product and Engineering improve the product
• Become a champion of the CircleCI solution
• Participate in on-call rotation with the global support team

Preferred Qualifications

• Experience with build, test, and deployment automation, either as a practitioner or in a customer-facing 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