Senior Support Engineer, CircleCI

• 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

• 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