Support Engineer at CircleCI

| Greater Denver Area | Remote
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As a Support Engineer, you will provide outstanding 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 customer's voice 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.

About Customer Engineering at CircleCI

CircleCI’s Customer Engineering 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 Solutions Engineering (pre-sales), Success Engineering (post-sales for large accounts), and Support Engineering (post-sales ticket based support for all customers). There is an opportunity for both horizontal and vertical growth, and promotion within Customer Engineering and the CircleCI organization!

What you’ll do:
  • Work closely with your team and our customers to help them resolve tickets
  • 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 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
What we’re looking for:
  • 2+ years of technical product support or engineering or equivalent experience
  • Experience working with end-users 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
Bonus Points!
  • Experience with build, test, and deployment automation, either as a practitioner or in a customer-facing role
  • Experience in a SaaS organization and the partnership expected of customers in this model
  • Ability to fix networking issues that may prevent communication between different components
  • Knowledge of Docker or Linux containers in general
  • Experience using and automating a major IaaS like AWS, GCP, or Azure
  • Familiarity with deploying and debugging distributed systems
  • Knowledge of iOS application testing and codesigning is a huge plus
About CircleCI

CircleCI is the world’s largest shared continuous integration/continuous delivery (CI/CD) platform, and the hub where code moves from idea to delivery. As one of the most-used DevOps tools - processing more than 1 million builds a day - CircleCI has unique access to data on how engineering teams work, and how their code runs. Companies like Spotify, Coinbase, Stitch Fix, and BuzzFeed use us to improve engineering team productivity, release better products, and get to market faster.

Founded in 2011 and headquartered in downtown San Francisco with a global, remote workforce, CircleCI is venture-backed by IVP, Sapphire Ventures, Owl Rock, NextEquity Partners, Scale Venture Partners, Threshold Ventures, Baseline Ventures, Top Tier Capital Partners, Industry Ventures, Heavybit, and Harrison Metal Capital.

CircleCI is an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

Colorado Salary Range: $75,000 - $88,000/yr, plus applicable bonuses

#LI-KA1

Level: Associate

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Technology we use

  • Engineering
  • Sales & Marketing
    • GolangLanguages
    • ClojureLanguages
    • ReactLibraries
    • SalesforceCRM
    • MarketoLead Gen

Location

Downtown Denver, North Capitol Hill area. Your favorite coffee shops and restaurants are all steps from the office, as well as transportation lines.

An Insider's view of CircleCI

What’s the vibe like in the office?

The Denver office is collaborative, ambitious and exciting. We are located downtown near a bunch of fun bars and restaurants. Everyone comes into the office everyday looking forward to the challenge at hand, which is refreshing to start your day with!

Nick

Commercial Account Executive

How do you collaborate with other teams in the company?

Building a business in which collaboration is a cultural norm is a team sport! Slack and video chats with team leaders and team members alike, I find the frequent sharing of our best ideas and insights really encourages team players, gains support for critical initiatives, and provides a level of trust to converse openly about difficult issues.

Jessica

Senior Manager of Account Based Marketing

What makes someone successful on your team?

Our team and office culture is so engaging. It’s awesome to be in a place where we’re actively curious about what other roles in the company do and what their challenges are. That reinforces two core attributes of successful sales executives that are curiosity and passion for both our customers and our peers.

Brandon

Sales Manager

How do you empower your team to be more creative?

Through cultivating open and honest communication. I encourage my team to voice their ideas, think outside of the box, and to take ownership to find creative solutions to resolve customer issues.

Becky

Senior Manager, Customer Success

How do you make yourself accessible to the rest of the team?

Everyone on the team and the company can and will reach out to me. I also attend weekly stand-ups in our Denver office, regularly ask for feedback in our team slack channels, and stay in touch with managers and ICs when it comes to deals, problems, etc.

Chris

VP of Sales

What are CircleCI Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Professional Development Benefits
Diversity Program
Promote from within
Continuing Education stipend
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