Development Support Engineer
About the role
CloudBees customers rely on our Support team to help them be successful in the use of our products. Our team is uniquely positioned to help sustain the company’s growth by providing a customer support experience that surpasses expectations. These positive customer experiences help drive annual renewals and business expansion. A successful Development Support Engineer (DSE) will use their skills and experience to accurately diagnose customer issues and get them resolved in a timely way, to the customer’s happiness. In addition, motivated individuals who want to contribute in other ways will have opportunities to work on our collection of internal tools that automate the diagnosis of issues, making the entire team more efficient by reducing manual work.
Key Responsibilities
- Answer customer questions about product usage and best practices.
- Diagnose complex technical issues and provide solutions or workarounds.
- Connect with customers through a ticketing system, with phone support sometimes required for complex or urgent issues.
- Collaborate frequently with members of the Support and Engineering teams.
- Contribute to documentation.
- Contribute to internal software tools to automate diagnosis of customer issues.
- Work a weekend on-call rotation every 4-8 weeks (daytime hours only).
Qualifications
- Good working knowledge of popular DevOps tools and services such as: Jenkins, Docker, Artifactory/Nexus, Kubernetes, git & GitHub.
- Basic Linux system administration knowledge.
- Good communication skills (English language fluency required).
- The ability to work independently.
- The ability to build knowledge of new technologies easily.
- A sense of empathy with our customers.
- Year of experience - minimum 5 years and above.
Compensation & Benefits
What CloudBees Offers: - Health Insurance - Dental Insurance - Vision Insurance - Short & Long Term Disability - Life Insurance - HSA/FSA - Remote Work Environment - Flexible Time Off - Paid Company Holidays - Parental Leave - Variable Bonus Plan dependent on your role - Stock grant opportunities dependent on your role - 401(k) with Company Match