Support Engineer, CircleCI

• Must be willing to work a 9AM-6PM PT, Monday - Friday schedule
• 2+ years of experience in technical product support, engineering, or a related field
• Experience working directly with end-users to diagnose and resolve common technical issues
• Knowledge of or hands-on experience with Docker and Linux containers
• Knowledge of or hands-on experience with Kubernetes
• Ability to connect business problems to technical solutions and articulate technology value propositions
• Demonstrated ability to quickly learn and apply new concepts and technologies
• Comfortable using and scripting in *nix environments
• Familiarity with Git, with experience on GitHub preferred
• Strong operations and infrastructure knowledge, particularly in networking and security
• Excellent relationship-building skills; a collaborative, people-oriented approach

Desirable

• 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 organisation, 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 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
• You're going to be dealing with very technical users and complex issues, but you're also tasked with creating excitement and loyalty in the customers you interact with
• 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!
• Work closely with your team and our customers to help them resolve tickets on the product
• Be creative and resourceful 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