Remote Job
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 also work with the rest of the Support team to build and cultivate our support operations, helping to nurture a creative and curious customer community while providing technical leadership. Dedicated self-starters with the ability to empathize for customers will excel in this role.
We look forward to hearing from you!
Senior Support Engineer (Japan & APAC)
CircleCI- fullTime
- Posted : 54 years ago
As a Senior Support Engineer, you will provide first-class post-sales technical leadership to our client base. Support Engineers are the authority on the CircleCI platform, continuous integration, and deployment practices. 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 knowledge and experiences, and act as the "Voice of the Customer" to help drive improvements that will ensure our customers’ success with CircleCI.
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 also work with the rest of the Support team to build and cultivate our support operations, helping to nurture a creative and curious customer community while providing technical leadership. Dedicated self-starters with the ability to empathize for customers will excel in this role.
About Customer Engineering at CircleCI
CircleCI’s Customer Engineering Organization’s goal is to make life easier for our customers and to 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 a team comprised of Solutions Engineers (pre-sales), Success Engineers (post-sales for large accounts), and Support Engineers (post-sales ticket-based support for all customers). We pride ourselves on our ability to provide growth opportunities for all employees, both within Customer Engineering and other teams inside the CircleCI organization!
What you’ll do:
- Work closely with our team and customers to help resolve tickets with a focus on CircleCI's Server product.
- Mentor and coach others on effective troubleshooting and customer experience techniques.
- Be creative and resourceful in solving customer technical problems and answering questions.
- Build standard methodologies for technical troubleshooting across different technologies.
- Write and revise Knowledge Articles that contribute to our self-serve support portal.
- Be the voice of the customer, and use customer feedback to help our organization improve the product.
What we’re looking for:
- 4+ years of technical product support, engineering, or equivalent experience.
- Fluent to native Japanese and business English proficiency.
- Experience working directly with end-users to debug common errors.
- Experience with build, test, and deployment automation, either as a practitioner or in a customer-facing role. GitHub experience especially important.
- Demonstrated capacity to quickly absorb and train others on new concepts and technologies.
- Strong skills around various Linux distributions (Ubuntu, Debian, Alpine, etc.) and containerization/virtualization (Docker, VMs, Kubernetes) technologies. Bonus points if you're also familiar with macOS and/or Windows.
- You believe that the best way for all to succeed is to honestly discuss product and company abilities and limitations with customers.
- Strong ops/infrastructure knowledge, especially Linux, Networking, and Security troubleshooting.
- Exceptional relationship building, written and oral interpersonal skills
Bonus points!
- Past experience working in enterprise software or SaaS.
- Knowledge of iOS application testing and codesigning
We look forward to hearing from you!
