Sr. DevOps Support Engineer

Buildkite

1d•Remote

About The Position

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 work, spending half your time designing and implementing scalable tools, processes, and open source contributions that create a world-class customer experience. And you'll 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. This role is remote and requires someone to be located in the US, Pacific Standard Time.

Requirements

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, identify opportunities early, and take initiative to drive meaningful 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
Identify opportunities to prevent future support issues and drive the design and implementation of proactive solutions
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 a voice for customers, ensuring their feedback shapes internal product and process improvements
Own and improve support workflows, simplifying how the team operates and delivers
Share learnings from customer work to strengthen alignment with Product and Engineering
Mentor peers and foster an inclusive, supportive environment within the team