Development Support Engineer

CloudBees Inc•Denver, CO

30d•$80,000 - $100,000•Hybrid

About The Position

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. 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.

Requirements

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.

Nice To Haves

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.

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).