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Support Engineering Manager
Confirmed live in the last 24 hours
Washington, DC, USA • Remote
Experience Level
Desired Skills
Android Development
Data Analysis
Google Cloud Platform
Microsoft Azure
  • 5+ years experience leading a rapidly growing Support team of 10+ people, preferably in a SaaS environment
  • Have worked directly with customers in a technical support role, solving complex technical problems
  • Can tie business problems to technical solutions and understand technology value propositions
  • Demonstrated and proven capacity to quickly absorb new concepts and technologies
  • Carry the philosophy that the best way for all to succeed is to honestly discuss product and company abilities and limitations with customers. We do not oversell at CircleCI
  • Demonstrated ability to prioritize competing opportunities, balancing customer needs with business priorities and the ability to articulate the rationale behind those decisions
  • Strong use of analytics, user research and intuition for business to drive decisions and improve the customer experience
  • You are empathetic and able to gracefully handle stressful situations
  • Not all skills required. If you're interested in growing with us, please reach out!
  • Support the Support Engineering team by providing guidance on customer experience and approaches to solve specific challenges, be the point of escalation for the team, as well as represent their team's needs to Customer Engineering Leads and CircleCI leadership
  • Implement process improvements for consistency across the team
  • Scale planning for growing the team to meet demand and support CircleCI premium support packages
  • Represent the Voice of the Customer to CircleCI's Leadership teams. Help to identify recurring problems, and general trends of user dissatisfaction to drive upstream improvements
  • Partner with the Customer Success team to ensure alignment across Support and Success initiatives
  • Coach, develop, and mentor team members by providing constructive feedback, developing career plans and using teaching opportunities
  • Collaborate with Product and Engineering teams to help influence product roadmap based on customer feedback, and to continue to build product knowledge and awareness within the support engineering team members
  • Set, monitor, and drive success by establishing clear performance metrics
  • Maintaining high levels of transparency, efficiency, and collaboration in your team
  • Participate in launch of new products, documentation, and customer integrations to our internal teams and customer community
Desired Qualifications
  • Experience with build, test, and deployment automation
  • You have spent a decent amount of time using and scripting *nix
  • You know how to work with Git in general and ideally GitHub in particular
  • You've thrown together an app or two in a high-level programming language
  • Knowledge of Docker or Linux containers in general
  • Experience with popular web app frameworks and/or mobile app development (iOS, Android)
  • Experience using and automating a major IaaS like AWS, GCP, or Azure
  • Familiarity deploying and debugging distributed systems

201-500 employees

Computer Software
Company Overview
CircleCI's mission is to manage change so software teams can innovate faster. We want to empower technology-driven organizations to do their best work – and make engineering teams more productive and innovative by managing change. The company operates a CI/CD platform for enterprises.
  • Working remotely at CircleCI - Whether it’s a peaceful home or a house full of kids, roommates, or pets, your office can be where you need it. CircleCI has been a remote-first company since the beginning. We’ll ensure you stay well-connected with your teammates every day through tools like Zoom, Slack, Confluence, Google Suite, and GitHub. We also provide a home office stipend to help you do your best work.
  • Health and wellness - Regardless of location, we prioritize the health and wellness of our employees and their families. In addition to unlimited PTO, we offer generous parental leave and benefits that can cover employees and dependents up to 100%. We also offer quarterly wellness days, a free Calm subscription, wellness reimbursement, and Cleo for new parents.
  • Professional development - At CircleCI, employees have ample opportunity to learn new skills, including project-based learning and presentations from our colleagues. Udemy is available for on-demand learning and we offer an annual stipend for personal development outside of CircleCI. Your continued professional development is important to us because it’s important to you.
Company Core Values
  • Inclusive, empathetic, and respectful
  • Open and transparent
  • Quick and continuous
  • Resilient
  • Aligned, empowered, and accountable