Development Support Engineer

CloudBees customers rely on our Support team to help them be successful in the use of our products. 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. Motivated individuals will also have opportunities to work on internal tools that automate the diagnosis of issues, making the entire team more efficient by reducing manual work.

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)

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; Customer Obsessed — You treat customer problems as your own and build relationships with the people behind the logo, not just the account. You can point to decisions you changed because of what a customer told you; High Agency — You own problems beyond your job description and move without waiting to be asked. When the path isn't defined, you make the call and bring people with you rather than working around them; Truth Seeking — You hold a strong point of view and update it when the data says otherwise. You argue for the best answer regardless of who's in the room, and once a decision is made, you commit to it fully; Hard Work — You own the end result, not just your slice of it, and you go beyond what's expected to get there. You work smart as well as hard, and you find real reward in building something demanding alongside people who do the same; Ship Excellence — You hold a painfully high quality bar and keep raising it, while shipping with urgency instead of waiting for perfect. Every iteration is something you learn from; Direct Feedback — You give honest, constructive feedback regardless of seniority or tenure, and you actively ask for it in return. You deliver it with enough care that people want to hear it from you

Nice to have

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.

Benefits

BEE-Flexible PTO policy (vacation, sick time, and personal days in one unlimited plan); Paid U.S. holidays; 2 dedicated Bee-Giving Days to volunteer; Health coverage from day one (medical, dental and vision options); HDHP plan with HSA contribution from the company; Competitive 401(k) company match with pre-tax and Roth options; Fully funded Life and AD&D, Short Term Disability and Long Term Disability; Fully covered Employee Assistance Program; Company-sponsored Headspace account; Care Concierge service in the U.S.; Monthly stipend toward work-from-home setup; Stock options and variable bonuses; Hybrid work in the Denver, CO office