Senior DevOps Support Engineer - Customer Support

Buildkite; United States; Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

20 days paid annual leave

Remote work allowance

Retirement and health coverage

Parental leave

EAP & mental health support

Learning and growth support

Global remote flexibility

Job summary

Buildkite is seeking a remote Support Engineer in the WA timezone to partner with enterprise customers, resolving complex CI/CD and infrastructure challenges. You will design scalable tools, contribute to open source, and help shape a world-class customer experience.

The role emphasizes proactive improvements and cross-team collaboration. You’ll work five days a week, with a schedule agreed on join, and remote flexibility including global locations.

Qualifications

• Customer-centric mindset with empathy and patience.
• Strong coding or scripting ability in Bash, Ruby on Rails, or Golang.
• Solid DevOps and cloud knowledge with CI/CD, Linux, and cloud platforms.
• Problem-solving skills with independent, proactive work style.
• Excellent communication across distributed teams.

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 Buildkite experience.
• Identify opportunities to prevent future issues and drive proactive solutions.
• Contribute to/open source tools like Bash plugins and Golang utilities.
• Publish documentation updates and proactive communications for customers.
• Represent customer feedback to influence product and process improvements.
• Own and improve support workflows to simplify team operations.
• Share learnings with Product and Engineering to align priorities.
• Mentor peers and foster an inclusive, supportive team environment.

Skills

Bash scripting

Ruby on Rails

Golang

CI/CD

Linux

AWS

GCP

Kubernetes

Tools

Linux

AWS

GCP

Azure

Terraform

Kubernetes

Job description

About Buildkite

Buildkite’s CI platform is trusted by the world’s leading engineering teams, helping ship software used by more than 1 billion people every day. Companies including Canva, Meta, Mistral AI, and NVIDIA rely on Buildkite to run builds, tests, and deployments on their infrastructure, ours, or both - giving them the speed, reliability, and flexibility to ship with confidence.

About the Role

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. 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.

Where You’ll Be

This role is remote and requires someone to be located in the WA timezone . You’ll work five days a week, 9:00 AM–5:00 PM local time, including both Saturday and Sunday. Your other three days are flexible — we’ll agree on a set schedule together when you join.

What You’ll Do

• 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

This Is You If You Have…

• A 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

Benefits

• 20 days paid annual leave plus 10 days sick & carer’s leave — actively encouraged, we want you to be at your best and time off is a part of that.
• An ongoing remote-work allowance to help you do your best work — we want you to have everything you need, from great wifi to wellness options that are right for you.
• Retirement and health coverage (based on your region) — build towards your future, your way.
• 16 weeks paid parental leave for primary carers (6 weeks for secondary) — becoming a parent is life changing and we’re committed to supporting you and your family through it.
• Confidential EAP & mental health support — sometimes life gets hard. You should be able to access the resources and support you need.
• Support for learning and growth — with time and budget for conferences, courses, and coaching so you have the opportunity to grow, improve your craft, and build mastery.
• Flexibility to work from anywhere in the world for up to 6 weeks a year — great work doesn’t have to happen from one desk.

Exact benefits may vary slightly by country. We’ll walk through the specifics for your location.

Equal Opportunity Employer

At Buildkite, we value diversity and celebrate all types of skills, backgrounds, and experiences. We’re dedicated to fostering an inclusive environment and providing reasonable accommodations throughout our recruitment process.

If you need any accommodations or support during the application or interview process, please reach out to us at [e-mail].