Support Engineer

Summary

Join CircleCI as a Support Engineer and provide first-class post-sales technical leadership to our client base. You will be the main point of contact for technical questions and requests, working with the Support team to improve support operations and build a customer community. This role requires strong technical capabilities, a self-starting mentality, and empathy for customers. You will work with very technical users and complex issues while fostering excitement and loyalty. The Customer Engineering team aims to provide a seamless experience for customers, from onboarding to scaling. There are opportunities for growth within Customer Engineering and CircleCI.

Requirements

• Must be willing to work Central, Mountain or Pacific time schedule, Monday-Friday
• 2+ years of technical product support or engineering or equivalent experience
• Experience with build, test, and deployment automation, either as a practitioner or in a customer-facing role
• Experience working directly with end-users 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 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 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

Preferred Qualifications

• 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

Benefits

$62,000 — $90,000 USD