Technical Leadership Engineer

7 days ago

San Francisco, California, United States CircleCI Full time

About the Role



As a Senior Support Engineer at CircleCI, you will be at the forefront of providing exceptional technical support to our clients. With a strong understanding of the CircleCI platform, continuous integration, and deployment practices, you will be the go-to expert for complex technical issues.



You will work closely with customers, collaborating with Product Management, Engineering, Customer Success, and Marketing teams to drive improvements based on user feedback and enhance the overall customer experience. Your extensive experience will be invaluable in mentoring junior team members, cultivating support operations, and contributing to establishing a vibrant customer community.



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.



About CircleCI's Customer Engineering Team



CircleCI's Customer Engineering and Success organization focuses on simplifying our customers' experiences and ensuring they have a positive encounter when building and testing their applications. We comprise Technical Success Managers, Success Engineering for large accounts, and Support Engineering for Enterprise customers.



Your 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.



Additional Skills That Are Great to Have



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.



About CircleCI



CircleCI is the world's largest 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 3 million jobs a day - CircleCI has unique access to data on how the most effective engineering teams work, and the tools to help software companies successfully leverage the power of AI into their commercial applications.



Companies like Hinge, HuggingFace, and Samsung use us to improve engineering team productivity, release better products, and get to market faster.



About Our Company Culture



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.



Base Pay Range



$87,000-$110,000 USD

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