Staff Support Engineer, CircleCI

• 7+ years of technical product support or engineering experience, with demonstrated ability to operate autonomously across multiple teams and influence without direct authority
• Proven track record leading complex, cross-functional escalations and driving root cause elimination — not just resolution
• Strong programming proficiency in one or more languages; ability to build tools, conduct peer code review, and contribute to Engineering R&D with a supportability lens
• High understanding of distributed service architecture across product specialty areas, including AI-powered component integration and failure modes
• Demonstrated business acumen: ability to align decisions to company OKRs, quantify the impact of operational patterns, and contribute economic perspective to tooling and process decisions
• Experience mentoring engineers and building team capability; track record of reducing siloed knowledge and creating organizational redundancy

Desirable

• CircleCI's Customer Engineering organization exists at the intersection of technical depth and customer impact. We comprise Technical Success Managers and Support Engineering — working together to ensure every customer experience moves their business forward
• Support Engineering isn't a traditional support function: we surface escalation patterns, drive platform improvements, protect revenue, and operate with engineering rigor. We're a team where technical ambition and customer obsession are equally valued, and where the work you do shapes the product as much as it shapes the customer experience
• The Staff Support Engineer is the technical authority and strategic backbone of Support Engineering. This role operates at organizational scope — well beyond individual tickets — owning the escalation model, shaping cross-functional engineering relationships, and driving platform-level improvements that reduce future support burden. You are the technical voice in cross-functional forums, a trusted advisor to leadership, and the connective tissue between Enterprise customers and Product/Engineering. Success here means the team is sharper, the product is more supportable, and recurring escalation patterns stop recurring
• You are the technical voice in cross-functional forums, a trusted advisor to leadership, and the connective tissue between Enterprise customers and Product/Engineering. Success here means the team is sharper, the product is more supportable, and recurring escalation patterns stop recurring
• Own Support Engineering's escalation management: coordinate research and reproductions with Product Engineering, identify recurring patterns, and drive structural corrections that prevent repeat incidents
• Serve as the senior cross-functional liaison between Support Engineering and Product, Engineering, Security, and Revenue — attending scoping sessions, architectural discussions, and GTM forums to ensure supportability is a design requirement, not an afterthought
• Lead AI-assisted tool development and set team standards for code quality, review practices, and responsible adoption of emerging capabilities across the engineering interface
• Identify and lead team initiatives, owning delivery and ensuring AI adoption objectives are reflected in team priorities and cross-team roadmap discussions
• Mentor Support Engineers at all levels; develop the next generation of cross-functional technical leads and assist managers where coaching opportunities arise
• Define and continuously evolve Support Engineering's operational practices — escalation workflows, sandbox standards, and AI-integrated processes — at organizational scope