Support Engineer

at  CircleCI

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.

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.
  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.

• 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