Development Support Engineer

Description

Job Title: Development Support Engineer
Job Type: Full-time
Location: Hybrid - Denver, CO (3 days on-site per week)

About CloudBees

CloudBees helps organizations build, run, and govern software factories, giving enterprises the confidence to ship software better, faster, and safer.

Writing code is no longer the bottleneck. Governing what reaches production and validating its impact is. As enterprises adopt agentic coding, software is created faster than most teams can review, secure, and validate. Without consistent governance, organizations risk shipping code they cannot explain, audit, or trust.

CloudBees addresses this challenge without asking teams to replace the tools they already use. Across every toolchain a customer runs, CloudBees makes each change, human or AI, visible, auditable, and accountable before it reaches production. CloudBees Unify is the product behind this: a governance layer, with context and control-plane capabilities, that enforces consistent policy and evidence across every tool, team, and workflow.

Founded in 2010, CloudBees is backed by Goldman Sachs, Morgan Stanley, Bridgepoint Capital, HSBC, Golub Capital, Delta-v Capital, Matrix Partners, and Lightspeed Venture Partners.

Visit us at www.cloudbees.com.

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.

A typical day in our Support team starts with a scrum meeting where we review open and unassigned cases and help each other with issues we’re stuck on. Working on active cases, we answer basic questions and also tackle problems that range from the mundane to the fiendishly complicated (it helps if you enjoy a good challenge). We collaborate with each other throughout the day, in-person in the Denver office and also via Slack or video calls. During down time, we build technical knowledge through training and tools development.

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.
• Customer Obsessed — You treat customer problems as your own and build relationships with the people behind the logo, not just the account. You can point to decisions you changed because of what a customer told you.
• High Agency — You own problems beyond your job description and move without waiting to be asked. When the path isn't defined, you make the call and bring people with you rather than working around them.
• Truth Seeking — You hold a strong point of view and update it when the data says otherwise. You argue for the best answer regardless of who's in the room, and once a decision is made, you commit to it fully.
• Hard Work — You own the end result, not just your slice of it, and you go beyond what's expected to get there. You work smart as well as hard, and you find real reward in building something demanding alongside people who do the same.
• Ship Excellence — You hold a painfully high quality bar and keep raising it, while shipping with urgency instead of waiting for perfect. Every iteration is something you learn from.
• Direct Feedback — You give honest, constructive feedback regardless of seniority or tenure, and you actively ask for it in return. You deliver it with enough care that people want to hear it from you.

As previously mentioned, members of our team have a variety of past work experience, and each brings a different mix of skills to our team. The following are some examples of these skills, but by no means do we expect candidates to have all of them. If any of these fits with your experience, we would love to hear from you!

• System administration knowledge, especially Linux, storage, and/or networking.
• Knowledge of common enterprise environments & technologies such as LDAP & databases.
• Knowledge of common web application architectures, SSL, REST API concepts, etc.
• Understanding of Continuous Integration and Continuous Deployment concepts and practices.
• Experience with cloud computing environments.
• Programming experience, anything from shell scripting to Java development.
• Open source community contributions, especially Jenkins.
• Previous experience in customer-facing roles.
• Computer Science / IT degree or equivalent work experience.
• Certifications: Cloud computing providers, Kubernetes, etc.

Compensation & Benefits

• Base Pay Range: $80,000 - $100,000 annually In accordance with applicable law, this represents a reasonable estimated compensation range for this role. Actual compensation will be determined based on skills, experience, and geographic location and may be more or less than the amount shown above. Outside of base compensation, CloudBees also offers stock options and variable bonuses. 

What CloudBees Offers

• Time that's actually yours. Our BEE-Flexible PTO policy folds vacation, sick time, and personal days into one unlimited plan. Plus paid U.S. holidays and 2 dedicated Bee-Giving Days to volunteer for a cause you care about.
• Health coverage from day one. You're eligible on your start date, not 90 days in. Choose from medical, dental and vision options designed to support your healthcare needs. Choose an HDHP plan and we will contribute to your HSA on top of your own pre-tax contributions. 
• Real money toward your future. Invest in your future with a competitive 401(k) company match, offering both pre-tax and Roth options to help you reach your financial goals.  
• Protection we pay for entirely. We fully fund your Life and AD&D, Short Term Disability and Long Term Disability protection. Plus our Employee Assistance Program is fully covered too.
• Support for your headspace -  literally. All Bees have access to a company-sponsored Headspace account. Plus, a dedicated Care Concierge service in the U.S. so you never have to decode a benefits question alone.
• A home office that works. A stipend every month toward your work-from-home setup in addition to the opportunity to work (hybrid for Denver, CO employees) in an office with your peers.
• Upside when we win. Base salary is the floor. Our bonus plan rewards for the goals you deliver and the growth we drive together.  
• People who sweat the craft. A team that takes its work seriously and invests in each other's growth.
• A global, collaborative team that lives by our values: Customer Obsessed, High Agency, Truth Seeking, Hard Work, Ship Excellence, Direct Feedback.

EEO Statement

CloudBees is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made based on qualifications, merit, and business need, without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status, or any other protected characteristic as outlined by federal, state, or local laws.

Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Duties, responsibilities, and activities may change at any time with or without notice.