Job Description
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 and Success 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 Technical Success Managers, Success Engineering (post-sales for large accounts), and Support Engineering (post-sales ticket based support for Enterprise 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 on the product
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's 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 directly 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
About Customer Engineering at CircleCI
CircleCI's Customer Engineering and Success 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 Technical Success Managers, Success Engineering (post-sales for large accounts), and Support Engineering (post-sales ticket based support for Enterprise 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 on the product
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's 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 directly 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
💡 Quick Summary
Seeking a career-building opportunity? The Senior Support Engineer position is now open for candidates interested in the IT Engineer & Developer Jobs sector. This role in London offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in IT Engineer & Developer Jobs is a plus.