Development Support Engineer

CloudBees Inc•Denver, CO

45d•$80,000 - $100,000•Hybrid

About The Position

CloudBees is hiring a Development Support Engineer to help customers use its products successfully. The role diagnoses customer issues, resolves them in a timely manner, and contributes to a support experience that helps drive renewals and business expansion. The engineer may also develop internal tools that automate issue diagnosis and reduce manual work. The Support team begins its typical day with a scrum meeting to review open and unassigned cases and collaborate on difficult issues. Work includes answering product questions and handling issues ranging from routine to complex. The team collaborates in person at the Denver office and through Slack or video calls, with training and tools development during downtime. The position is hybrid in Denver, Colorado, with three days on-site per week, and includes a daytime weekend on-call rotation every four to eight weeks.

Requirements

At least 5 years of experience.
Good working knowledge of DevOps tools and services such as Jenkins, Docker, Artifactory or Nexus, Kubernetes, git, and GitHub.
Basic Linux system administration knowledge.
Fluency in English and good communication skills.
Ability to work independently.
Ability to build knowledge of new technologies easily.
Empathy with customers.
Customer-focused approach, with ability to build relationships and apply customer feedback.
High agency and willingness to own problems and make decisions when the path is undefined.
Ability to seek and update views based on evidence, and commit to decisions once made.
Ownership of outcomes, strong work ethic, and ability to work smart as well as hard.
High quality standards while shipping with urgency and learning from iterations.
Ability to give honest, constructive feedback and actively seek feedback.

Nice To Haves

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

Responsibilities

Answer customer questions about product usage and best practices.
Diagnose complex technical issues and provide solutions or workarounds.
Communicate with customers through a ticketing system; provide phone support when required for complex or urgent issues.
Collaborate frequently with Support and Engineering team members.
Contribute to documentation.
Contribute to internal software tools that automate diagnosis of customer issues.
Participate in a daytime weekend on-call rotation every 4–8 weeks.

Benefits

Unlimited flexible paid time off covering vacation, sick time, and personal days.
Paid U.S. holidays and two dedicated Bee-Giving volunteer days.
Medical, dental, and vision coverage available on the start date.
Employer contribution to an HSA for employees who choose an HDHP plan.
401(k) company match with pre-tax and Roth options.
Employer-funded life and AD&D, short-term disability, and long-term disability coverage.
Company-covered Employee Assistance Program.
Company-sponsored Headspace account and U.S. Care Concierge service.
Monthly work-from-home stipend.
Stock options and variable bonuses.
Bonus plan tied to goals delivered and company growth.
Opportunities for learning and growth in a collaborative team.