[Hiring] Support Engineer @CircleCI

Role Description

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. You will be the main point of contact for technical questions and requests for assistance that our customers register in our support ticketing system.

• 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 workarounds, 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.

Qualifications

• 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.
• 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.

Requirements

• 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.

Benefits

• We know there's no such thing as a "perfect" candidate - we're all a work in progress and are growing new skills and capabilities all the time.
• CircleCI welcomes those passionate about learning and evolving, so however you identify and whatever your background, if this looks like a role where you could do your best work, we hope you'll apply.
• 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.