Description
This is not your average Support Engineer role. You'll support Buildkite's enterprise customers by independently troubleshooting and resolving highly complex CI/CD, software, and infrastructure problems, collaborating directly with Software Engineering teams at places like Canva, Uber, and Airbnb to help unblock critical workflows.
You'll play a vital role in shaping the support team's evolution into a function that balances reactive and proactive work, spending half your time designing and implementing scalable tools, processes, and open source contributions that create a world-class customer experience.
This role is a perfect opportunity for a Software, DevOps, or Infrastructure expert who is customer obsessed and thrives on solving tough technical problems for some of the world's most innovative engineering teams.
Responsibilities:
- Independently resolve highly technical CI/CD, software, and infrastructure issues for enterprise customers
- Provide support through Slack, Zoom, Email, Plain, and Community Forum
- Lead customer-facing retrospectives and planning sessions to improve their Buildkite experience
- Identify opportunities to prevent future support issues and drive the design and implementation of proactive solutions
- Contribute to and maintain open source tools such as Bash plugins and Golang-based utilities
- Publish documentation updates and proactive communications that improve the customer journey
- Act as a voice for customers, ensuring their feedback shapes internal product and process improvements
- Own and improve support workflows, simplifying how the team operates and delivers
- Share learnings from customer work to strengthen alignment with Product and Engineering
- Mentor peers and foster an inclusive, supportive environment within the team
Requirements:
- Customer Centric Mindset – Deep commitment to delivering world-class support with empathy and patience
- Technical Expertise – Strong coding or scripting ability with experience in Bash, Ruby on Rails, or Golang
- DevOps and Cloud Knowledge – Solid experience with CI/CD tools and platforms including Linux, AWS, GCP, Azure, Terraform, and Kubernetes
- Problem Solving Skills – Confident in independently tackling complex technical issues and guiding customers to solutions
- Autonomous and Proactive – Able to work independently, identify opportunities early, and take initiative to drive meaningful improvements
- Excellent Communication – Skilled at articulating technical detail clearly to customers and internal teams across distributed environments
Benefits:
- 20 days paid annual leave plus 10 days sick & carer's leave
- An ongoing remote-work allowance to help you do your best work
- Retirement and health coverage (based on your region)
- 16 weeks paid parental leave for primary carers (6 weeks for secondary)
- Confidential EAP & mental health support
- Support for learning and growth – with time and budget for conferences, courses, and coaching
- Flexibility to work from anywhere in the world for up to 6 weeks a year