AI Support Engineer — Build & Improve Support Agents

CircleCI Inc.; San Francisco (CA); On-site; GBP 62,000 - 77,000; Full time

Job summary

CircleCI Inc. is seeking a Support Engineer to help customers get back to building quickly. You will build and manage AI agents, test their outputs, and fix issues to keep knowledge current.

You’ll tackle complex customer problems that agents cannot resolve and contribute to articles to help users self-serve. You will join a fast‑paced, globally distributed team, collaborating with Product and Engineering, and participating in on‑call coverage.

Qualifications

• 2+ years in technical product support or software engineering.
• Hands-on use of AI tools at work; you write clear instructions for AI, review results, and take responsibility.
• Experience finding the cause of problems in cloud or distributed systems, reading logs to trace issues.
• Hands-on experience with Docker and Kubernetes; using kubectl to diagnose failures.
• Experience supporting self-hosted or on-prem software; using Helm and support bundles to troubleshoot.
• Hands-on experience with build, test, and deploy automation; writing automated tests and setting up CI/CD pipelines.
• Knowledge of iOS app testing and code signing.
• Working knowledge of CI/CD, Git, and the Linux command line; scripting to reproduce problems.
• Knowledge of networking and security basics.
• Experience troubleshooting SSO, OAuth, and access controls with identity providers and code hosting sign-in.
• Clear writing and speaking; ability to explain technical ideas to diverse audiences.
• Experience working across time zones with clear handoffs.

Responsibilities

• Build and improve AI support agents, including instructions, workflows, and knowledge sources.
• Test agent answers for accuracy and clarity; fix errors and document learnings.
• Investigate customer problems using logs, code tools, and monitoring data to find root causes.
• Write and update help articles so customers and agents can find correct answers.
• Report bugs and incidents; provide timely customer updates during incidents.
• Share customer feedback with Product and Engineering.
• Meet response targets on your cases and contribute to on-call rotations.
• Describe product capabilities and limits clearly, avoiding overpromises.

Skills

AI tools usage

Technical support

Cloud/distributed systems

CI/CD basics

Documentation writing

Cross-team communication

Time zone collaboration

On-call experience

Tools

Docker

Kubernetes

kubectl

Helm

CI/CD tooling

Git

Linux command line

Terraform (Nice to have)

Job description

CircleCI Inc. is seeking a Support Engineer to help customers get back to building quickly. You will build and manage AI agents, test their outputs, and fix issues to keep knowledge current.

You’ll tackle complex customer problems that agents cannot resolve and contribute to articles to help users self-serve. You will join a fast‑paced, globally distributed team, collaborating with Product and Engineering, and participating in on‑call coverage.