Support Engineer

About the team

Support Engineering is part of Customer Engineering and Success at CircleCI. Our team works around the clock across North America, Asia Pacific, and Europe to deliver technical support for our product.

We build and manage AI agents that answer customer questions and solve technical problems. People step in when a problem needs deeper work. We share what we learn with Product and Engineering to make CircleCI better.

About the role

As a Support Engineer, you help our customers get back to building quickly. You will build and manage the AI agents that support CircleCI customers. You test how well the agents work, fix what they get wrong, and keep their knowledge current. You also solve hard customer problems that agents cannot yet solve.

What you’ll do

• Build and improve AI support agents. This includes their instructions, workflows, and the knowledge they use.

• Test agent answers for accuracy and clarity. Fix errors and record what you learn.

• Investigate customer problems that need a person. Use logs, code tools, and monitoring data to find the cause.

• Write and update help articles so customers and agents can find correct answers.

• Report bugs and incidents. During an incident, give customers clear and timely updates.

• Share customer feedback with Product and Engineering.

• Meet response targets on the cases you own.

• You describe what the product can and cannot do. We do not oversell.

• Join the on-call rotation.

What you’ll bring

• 2 or more years in technical product support or software engineering

• Hands-on use of AI tools at work. You write clear instructions for AI, review the results, and take responsibility for them. You have built or tested AI agents or workflows.

• Experience finding the cause of problems in cloud or distributed systems. You read logs to trace what went wrong.

• Hands-on experience with Docker and Kubernetes. You have used tools like kubectl to find why an application or cluster is failing.

• Experience supporting self-hosted or on-premises software. You have used tools like Helm and support bundles to find why an installation is failing.

• Hands-on experience with build, test, and deploy automation. You have written automated tests and set up a CI/CD pipeline for a project.

• Knowledge of iOS application testing and code signing.

• Working knowledge of CI/CD, Git, and the Linux command line. You can write scripts to reproduce problems.

• Knowledge of networking and security basics.

• Experience troubleshooting single sign-on (SSO), OAuth, and access controls. You have worked with identity providers and code hosting sign-in.

• Clear writing and speaking. You can explain technical ideas to different audiences.

• Experience working across time zones, with clear handoffs.

Nice to have

• Experience with infrastructure as code, such as Terraform.

• Experience with tracing and monitoring tools.

• Experience with AWS, Google Cloud, or Azure, including OIDC trust policies.

• Experience with self-hosted build runners, or with Windows, macOS, or Arm build environments.

• Experience with security response, such as vulnerability (CVE) triage, certificate problems, or abuse reports.

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.

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.

Founded in 2011 and headquartered in downtown San Francisco with a global, remote workforce, CircleCI is venture-backed by Base10, Greenspring Associates, Eleven Prime, IVP, Sapphire Ventures, Top Tier Capital Partners, Baseline Ventures, Threshold
Ventures, Scale Venture Partners, Owl Rock Capital, Next Equity Partners, 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.

How CircleCI uses AI in hiring

At CircleCI, people make our hiring decisions. We use technology to support our recruiting team so they can spend more time on what matters most: getting to know you.

Where we may use AI

• Job descriptions and messaging : AI may help draft job descriptions and role-specific messaging so they are clear and accurate.

• Application review : For some roles, we use an AI tool to review applications, including resumes and application responses, against criteria our hiring team sets for the role. The tool generates a fit score and summary to help recruiters organize and prioritize applications.…

Source: Jobspresso (https://jobspresso.co/job/support-engineer-2/)