Support Engineer, CircleCI
Continuous integration and deployment services
Open for applications
Continuous integration and deployment services
201-500 employees
Open for applications
201-500 employees
Company mission
To manage change so software teams can innovate faster. They want to empower technology-driven organizations to do their best work – and make engineering teams more productive and innovative by managing change.
Role
Who you are
- 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
- 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
Desirable
- 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
What the job involves
- 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!
- 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
- 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
Salary benchmarks
Our take
Engineering has seen the rise of agile, containerisation and DevOps over the last few years. As a result, the idea of continuous integration and continuous delivery (CI/CD) has grown to be an important part of the engineering space. CircleCI is one company that taps into this field, offering a lightweight and open service.
There are now a lot more companies that have a culture of continuous delivery. CircleCI specifically helps automate all the steps that occur between the time developers make changes to the code and when the application gets in front of the customer. The company has a strong tailwind from this macro trend and their product is loved by engineers, putting them in a strong place to build a strong business.
Services in the sector have grown constricted and cost-heavy, but in 2022, CircleCI debuted a free tier service for engineering teams in a move away from this. By offering flexibility across an increased number of major platforms, including Docker, Windows, and MacOS, the company works towards its ultimate aim to empower technology-driven organisations.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
39% female employees
-19% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
May 2021
$100m
SERIES F
Apr 2020
$100m
SERIES E
Total funding: $315m
Company benefits
- Whether it’s a peaceful home or a house full of kids, roommates, or pets, your office can be where you need it. CircleCI has been a remote-first company since the beginning. We’ll ensure you stay well-connected with your teammates every day through tools like Zoom, Slack, Confluence, Google Suite, and GitHub. We also provide a home office stipend to help you do your best work
- Regardless of location, we prioritize the health and wellness of our employees and their families. In addition to unlimited PTO, we offer generous parental leave and benefits that can cover employees and dependents up to 100%. We also offer quarterly wellness days, a free Calm subscription, wellness reimbursement, and Cleo for new parents
- At CircleCI, employees have ample opportunity to learn new skills, including project-based learning and presentations from our colleagues. Udemy is available for on-demand learning and we offer an annual stipend for personal development outside of CircleCI. Your continued professional development is important to us because it’s important to you
- Unlimited paid time off policy
- Work from home opportunities
Company values
- Inclusive, empathetic, and respectful: The diversity of our teammates and our customers makes us stronger. We actively look to bring more, not fewer, viewpoints into our decision-making
- Open and transparent: Information and access is everything. We are a globally-distributed company, and we empower our teams to make decisions and take action
- Ambitious and impact-driven: We work on things that matter. We focus on outcomes, not output. We believe in setting the bar high, accepting the risk of failure, and stretching to meet our goals
- Quick and continuous: We value quickly iterating and shipping, then refining and adjusting, versus trying to do everything at once. We opt for quick experimentation, getting things over the line, and continuously learning
- Resilient: Rapid recovery is in our DNA. We provide a mission-critical service that is deeply intertwined in a broad ecosystem for a wide range of customers. We have the mindset, systems, and processes in place to recover rapidly
- Aligned, empowered, and accountable: We empower teams and individuals closest to the problem or opportunity, and trust them to determine and execute the best path forward
Company HQ
The East Cut, San Francisco, CA
Articles
Leadership
Jim Rose
(CEO)Joined CircleCI as COO. Serial entrepreneur, founding Distiller (acquired by CircleCI) and Copious.
Paul Biggar
(Founder)Currently Founder and CEO of Darklang. Previously Principal Engineer at Lookout, Senior Compiler Engineer at Mozilla Corporation and Founder at NewsLabs Inc.
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