Support Engineer

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 organisation, 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 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 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
• Utilize generative AI to develop customer work arounds, product improvements, and content
• 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 or equivalent experience
• Understanding of AI prompt engineering and the usage of AI tools to solve real life problems
• Experience working directly with end-users to debug common errors
• Ability to tie business problems to technical solutions and understand technology value propositions
• A decent amount of time using and scripting *nix
• Familiarity with Git in general and ideally GitHub in particular
• A belief in 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
• Work experience in distributed support operations, collaborating with peers in different geographies
• 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
• Experience using AI to generate and improve code in production environments
• 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 know there's no such thing as a "perfect" candidate -