[Hiring] Senior DevOps Support Engineer @Buildkite

Role Description

This is not your average Support Engineer role. You'll support Buildkite's enterprise customers by independently troubleshooting and resolving highly complex CI/CD, software, and infrastructure problems, collaborating directly with Software Engineering teams at places like Canva, Uber, and Airbnb to help unblock critical workflows. You'll play a vital role in shaping the support team's evolution into a function that balances reactive and proactive work, spending half your time designing and implementing scalable tools, processes, and open source contributions that create a world-class customer experience. This role is a perfect opportunity for a Software, DevOps, or Infrastructure expert who is customer obsessed and thrives on solving tough technical problems for some of the world's most innovative engineering teams.

Where You’ll Be: This role is remote and requires someone to be located in the WA timezone. You'll work five days a week, 9:00 AM–5:00 PM local time, including both Saturday and Sunday. Your other three days are flexible — we'll agree on a set schedule together when you join.

Qualifications

• A Customer Centric Mindset – Deep commitment to delivering world-class support with empathy and patience
• Technical Expertise – Strong coding or scripting ability with experience in Bash, Ruby on Rails, or Golang
• DevOps and Cloud Knowledge – Solid experience with CI/CD tools and platforms including Linux, AWS, GCP, Azure, Terraform, and Kubernetes
• Problem Solving Skills – Confident in independently tackling complex technical issues and guiding customers to solutions
• Autonomous and Proactive – Able to work independently, identify opportunities early, and take initiative to drive meaningful improvements
• Excellent Communication – Skilled at articulating technical detail clearly to customers and internal teams across distributed environments

Requirements

• Independently resolve highly technical CI/CD, software, and infrastructure issues for enterprise customers
• Provide support through Slack, Zoom, Email, Plain, and Community Forum
• Lead customer-facing retrospectives and planning sessions to improve their Buildkite experience
• Identify opportunities to prevent future support issues and drive the design and implementation of proactive solutions
• Contribute to and maintain open source tools such as Bash plugins and Golang-based utilities
• Publish documentation updates and proactive communications that improve the customer journey
• Act as a voice for customers, ensuring their feedback shapes internal product and process improvements
• Own and improve support workflows, simplifying how the team operates and delivers
• Share learnings from customer work to strengthen alignment with Product and Engineering
• Mentor peers and foster an inclusive, supportive environment within the team

Benefits

• 20 days paid annual leave plus 10 days sick & carer's leave — actively encouraged, we want you to be at your best and time off is a part of that.
• An ongoing remote-work allowance to help you do your best work — we want you to have everything you need, from great wifi to wellness options that are right for you.
• Retirement and health coverage (based on your region) — build towards your future, your way.
• 16 weeks paid parental leave for primary carers (6 weeks for secondary) — becoming a parent is life changing and we’re committed to supporting you and your family through it.
• Confidential EAP & mental health support — sometimes life gets hard. You should be able to access the resources and support you need.
• Support for learning and growth — with time and budget for conferences, courses, and coaching so you have the opportunity to grow, improve your craft, and build mastery.
• Flexibility to work from anywhere in the world for up to 6 weeks a year — great work doesn’t have to happen from one desk.