Support Engineer

Job Title: Support Engineer

 

As a Support Engineer, you will provide first-class post-sales 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 organization, 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 self-starting,

dedicated mentality and the ability to maintain empathy for customers. You’re going to

be dealing with very technical users and complex issues, but you’re also tasked with

creating excitement and loyalty in the customers you interact with.

 

About Customer Engineering at CircleCI

CircleCI’s Customer Engineering and Success organization’s 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 (post-sales for large accounts), and Support Engineering (post-sales 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 you’ll do:

• Work closely with our customers to help them resolve tickets
• Be creative and scrappy 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

What we’re looking for:

• 2+ 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

 

Additional great skills to have!

• 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

 

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 integration/continuous delivery (CI/CD)

platform, and the hub where code moves from idea to delivery. As one of the most-used

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 venture-backed 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.

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Last updated on Aug 21, 2024