Senior Support Engineer, CircleCI
$87-110k
Continuous integration and deployment services
Open for applications
Continuous integration and deployment services
201-500 employees
Open for applications
$87-110k
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
- 5+ years of technical product support or engineering experience,** with a proven track record of escalating problem resolution
- Extensive experience working directly with end-users to debug complex systems and mitigate common errors
- Strong ability to connect business challenges to technical solutions, articulating technology value propositions effectively
- Demonstrated capacity to learn rapidly and assimilate advanced concepts and emerging technologies
- Significant experience with scripting in *nix environments and advanced command-line proficiency
- Deep familiarity with Git and version control workflows, particularly GitHub and GitLab
- A commitment to honesty in customer relationships, with the ability to provide transparent discussions about product capabilities and limitations
- Advanced knowledge of operations and infrastructure, with a particular focus on networking, security, and compliance standards
- Excellent relationship-building skills, characterized as a trusted advisor among diverse stakeholders
Desirable
- Experience with build, test, and deployment automation in technical leadership or customer-facing roles
- Proficient in identifying and resolving networking issues affecting communication between distributed components
- Advanced understanding of Docker and Linux containers
- Familiarity with Kubernetes for orchestration of containers in production environments
- Experience with iOS application testing, code signing, and deployment processes
- Expertise in automating major IaaS platforms like AWS, GCP, or Azure with a focus on DevOps practices
- Understanding of deploying and debugging distributed systems and microservices architectures
What the job involves
- As a Senior Support Engineer, you will provide first-class post-sales technical leadership to our client base
- You will possess advanced authority on the CircleCI platform, continuous integration, and deployment practices
- In this role, you will collaborate directly with customers and act as a key liaison among our Product Management, Engineering, Customer Success, and Marketing teams to drive improvements based on user feedback and enhance the overall customer experience
- You will be the primary point of contact for technical inquiries and requests for assistance registered in our support ticketing system
- Leveraging your extensive experience, you will mentor and guide junior team members, cultivate our support operations, and contribute to establishing a vibrant customer community that fosters user engagement and satisfaction
- This role demands not only advanced technical capabilities but also a self-starting, dedicated mentality with a high degree of empathy for customers
- You will be dealing with highly technical users and complex issues, while also fostering excitement and loyalty with each interaction
- Work closely with customers and your team to resolve escalated tickets on the CircleCI product efficiently and effectively
- Employ creativity and resourcefulness to resolve complex customer technical problems and interpret intricate inquiries
- Develop and implement standard methodologies for technical troubleshooting across multiple technologies, authoring comprehensive Knowledge Articles for our self-serve support portal
- Represent the customer’s voice, channeling consistent feedback to Product and Engineering to enhance the product
- Act as a champion for the CircleCI solution, advocating for customer needs and technical enhancements
- Mentor junior team members and lead initiatives to improve team processes and workflows
- Participate in on-call rotation, providing advanced technical support when required
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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