CircleCI is hiring an

Associate Support Engineer

Greater London, United Kingdom
Remote

As an Associate Support Engineer, you are responsible for providing world-class post-sales technical assistance to our client base by quickly triaging, providing documentation, escalating issues, and coordinating responses across teams. 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 your 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 first point of contact for new 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 level up your technical knowledge and help to establish a customer community to enhance the experience of our customers. For this role, you will need to have a strong interest to grow in 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. The Customer Engineering department consists of Solutions Engineering (pre-sales), DevOps Customer Engineering ( post-sales for large accounts), and Support Engineering (post-sales ticket based support for all customers). There is opportunity for both horizontal and vertical growth, and promotion within Customer Engineering and the CircleCI organization.

What you’ll do: 

  • Work closely with customers to help them resolve tickets
  • Work across Customer Engineering and Customer Success teams to provide excellent customer service
  • Author Knowledge Articles that contribute to our self-serve support portal
  • Act as the voice of the customer and use customer feedback to help Product and Engineering improve the product
  • Be creative and scrappy in solving customer technical problems and answering customer questions
  • Become an expert on the CircleCI solution
  • Participate in on-call rotation as needed

What we’re looking for:

  • Entry level role with interest in technical product support or engineering
  • Experience working directly with customers
  • Demonstrated and proven capacity to quickly absorb new concepts and technologies
  • You are familiar with *nix
  • You know how to work 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 do not oversell at CircleCI
  • Interest in ops/infrastructure knowledge
  • Great relationship building skills and a good people person
  • Exceptional written and oral interpersonal skills
  • You can tie business problems to technical solutions and understand technology value propositions

Bonus points!

  • Experience with Zendesk
  • Familiarity with a coding language such as Go, Clojure, Java, Python, etc. 
  • Familiarity of Docker or Linux containers
  • Familiarity of iOS application testing and codesigning
  • Experience with account management 

If you’re interested in joining the team at CircleCI, please send a resumé and cover letter describing what inspires you and why you think you are a good fit for the team. If you contribute to an open-source project, write a blog, or have a presence on the web (Twitter, Quora, Linkedin, etc.) we would love to hear about it.

We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. CircleCI welcomes those who are enthusiastic about learning and evolving, so however you identify and whatever your background, if this looks like a role where you could do work that excites you, we hope you’ll apply.

How to apply

If you’re interested in joining the team at CircleCI, please send a resumé and cover letter describing what inspires you and why you think you are a good fit for the team. If you contribute to an open-source project, write a blog, or have a presence on the web (Twitter, Quora, Linkedin, etc.) we would love to hear about it.

We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. CircleCI welcomes those who are enthusiastic about learning and evolving, so however you identify and whatever your background, if this looks like a role where you could do work that excites you, we hope you’ll apply.

About CircleCI

CircleCI is the world’s largest shared continuous integration and continuous delivery (CI/CD) platform, and the central hub where code moves from idea to delivery. As one of the most-used DevOps tools that processes 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. Learn more at https://circleci.com.

CircleCI is proud to be 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.