Support Engineer

CircleCI; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

CircleCI Inc. is seeking a Support Engineer to help customers return to building quickly. You will build and manage AI agents that support CircleCI customers, test their accuracy, and keep knowledge current. You will also tackle hard problems that agents cannot yet solve.

You will join an on-call rotation, resolve incidents, and write helpful articles to assist customers and other engineers.

Qualifications

• 2+ years in technical product support or software engineering.
• Hands-on use of AI tools; write clear AI instructions and own results.
• Experience tracing issues in cloud or distributed systems using logs.
• Experience with Docker and Kubernetes; use kubectl to diagnose failures.
• Experience with self-hosted/on-prem software; Helm and support bundles helpful.
• CI/CD build, test, deploy automation; wrote automated tests.
• Knowledge of iOS testing and code signing.
• CI/CD, Git, Linux CLI; script writing to reproduce problems.
• Networking and security basics; SSO/OAuth/access controls.
• Clear writing and speaking; ability to explain tech to varied audiences.
• Experience 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.
• Write and update help articles for customers and agents.
• Report bugs and incidents; provide clear updates during incidents.
• Share customer feedback with Product and Engineering.
• Meet response targets on owned cases and avoid overpromising.
• Participate in on-call rotation.

Skills

Technical support

AI tools usage

Log analysis

On-call rotation

Clear communication

Cross-time-zone collaboration

CI/CD understanding

Tools

Docker

Kubernetes

kubectl

Helm

Git

Linux command line

Job description

About the team

Support Engineering is part of Customer Engineering and Success at CircleCI. Our team works around the clock across North America, Asia Pacific, and Europe to deliver technical support for our product.

We build and manage AI agents that answer customer questions and solve technical problems. People step in when a problem needs deeper work. We share what we learn with Product and Engineering to make CircleCI better.

About the role

As a Support Engineer, you help our customers get back to building quickly. You will build and manage the AI agents that support CircleCI customers. You test how well the agents work, fix what they get wrong, and keep their knowledge current. You also solve hard customer problems that agents cannot yet solve.

What You'll Do

• Build and improve AI support agents. This includes their instructions, workflows, and the knowledge they use.
• Test agent answers for accuracy and clarity. Fix errors and record what you learn.
• Investigate customer problems that need a person. Use logs, code tools, and monitoring data to find the cause.
• Write and update help articles so customers and agents can find correct answers.
• Report bugs and incidents. During an incident, give customers clear and timely updates.
• Share customer feedback with Product and Engineering.
• Meet response targets on the cases you own.
• You describe what the product can and cannot do. We do not oversell.
• Join the on-call rotation.

What You'll Bring

• 2 or more years in technical product support or software engineering
• Hands-on use of AI tools at work. You write clear instructions for AI, review the results, and take responsibility for them. You have built or tested AI agents or workflows.
• Experience finding the cause of problems in cloud or distributed systems. You read logs to trace what went wrong.
• Hands-on experience with Docker and Kubernetes. You have used tools like kubectl to find why an application or cluster is failing.
• Experience supporting self-hosted or on-premises software. You have used tools like Helm and support bundles to find why an installation is failing.
• Hands-on experience with build, test, and deploy automation. You have written automated tests and set up a CI/CD pipeline for a project.
• Knowledge of iOS application testing and code signing.
• Working knowledge of CI/CD, Git, and the Linux command line. You can write scripts to reproduce problems.
• Knowledge of networking and security basics.
• Experience troubleshooting single sign-on (SSO), OAuth, and access controls. You have worked with identity providers and code hosting sign-in.
• Clear writing and speaking. You can explain technical ideas to different audiences.
• Experience working across time zones, with clear handoffs.

Nice to have

• Experience with infrastructure as code, such as Terraform.
• Experience with tracing and monitoring tools.
• Experience with AWS, Google Cloud, or Azure, including OIDC trust policies.
• Experience with self-hosted build runners, or with Windows, macOS, or Ar