Senior Technical Support Specialist

4 weeks ago


Bodega Bay, California, United States CircleCI Full time
About the Role

We are seeking a highly skilled Senior Support Engineer to join our team at CircleCI. As a Senior Support Engineer, you will be responsible for providing first-class technical support to our clients, leveraging your advanced knowledge of the CircleCI platform, continuous integration, and deployment practices.

You will collaborate directly with customers, acting 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.

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.

Key Responsibilities
  • 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.
Requirements
  • 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.
What We Offer

We offer a competitive salary range of $87,000—$110,000 USD, as well as a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and a generous PTO policy.

We are an equal opportunity employer and welcome applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.

Please note that we will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.


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