DevOps Support Engineer

Buildkite

11d•Remote

About The Position

At Buildkite, our mission is to unblock every developer on the planet. We’ve rethought how software delivery should work and have built a platform that is fast, reliable, secure, and able to scale to the needs of the most demanding high-growth tech companies globally including Airbnb, Canva, Shopify, PagerDuty, and Lyft. Job Overview This is not your average Support Engineer role. You’ll support Buildkite’s enterprise customers by independently troubleshooting and resolving highly complex CI/CD, software, and infrastructure problems, collaborating directly with Software Engineering teams at places like Canva, Uber, and Airbnb to help unblock critical workflows. You’ll play a vital role in shaping the support team’s evolution into a function that balances reactive and proactive function, spending half your time designing and implementing scalable tools, processes, and open source contributions that create a world-class customer experience. You’ll also do this while enjoying Buildkite’s commitment to true work-life balance, flexible hours, and no on-call. This role is a perfect opportunity for a Software, DevOps, or Infrastructure expert who is customer obsessed and thrives on solving tough technical problems for some of the world’s most innovative engineering teams.

Requirements

3+ years of experience as a DevOps, Site Reliability, or Platform Engineer
Customer Centric Mindset – Deep commitment to delivering world-class support with empathy and patience
Technical Expertise – Strong coding or scripting ability with experience in Bash, Ruby on Rails, or Golang
DevOps and Cloud Knowledge – Solid experience with CI/CD tools and platforms including Linux, AWS, GCP, Azure, Terraform, and Kubernetes
Problem Solving Skills – Confident in independently tackling complex technical issues and guiding customers to solutions
Autonomous and Proactive – Able to work independently and take initiative to drive proactive improvements
Excellent Communication – Skilled at articulating technical detail clearly to customers and internal teams across distributed environments

Responsibilities

Independently resolve highly technical CI/CD, software, and infrastructure issues for enterprise customers
Provide support through Slack, Zoom, Email, Plain, and Community Forum
Lead customer-facing retrospectives and planning sessions to improve their Buildkite experience
Design and implement proactive solutions that prevent future support issues
Contribute to and maintain open source tools such as Bash plugins and Golang-based utilities
Publish documentation updates and proactive communications that improve the customer journey
Act as an advocate for customers, ensuring their feedback influences internal improvements
Improve and simplify support workflows to help the team work more effectively.
Share learnings from customer work to strengthen collaboration with Product and Engineering.
Mentor peers and foster an inclusive, supportive environment within the team.