Support Engineer • Lead

Who you are

You are a performance-driven leader with a blend of deep technical expertise and modern support technologies. You have experience managing teams and are capable of resolving complex Tier 1-3 issues for a technical user base of developers, DevOps teams, and engineering leaders. You understand the importance of leveraging automation and AI assistance to deliver scalable, world-class support. You are passionate about fostering a culture of continuous learning and development within your team, emphasizing AI-assisted troubleshooting and automation skills.

Desirable

Experience in managing distributed teams across multiple time zones is a plus. Familiarity with modern support methodologies and a strong understanding of customer segmentation will help you excel in this role.

What you'll do

As the Manager of Support Engineering, you will lead and mentor a regional team of 6-8 Support Engineers, coaching them on both technical problem-solving and modern support methodologies. You will implement and optimize AI-powered ticket routing and response suggestions to enhance the efficiency of support operations. Your role will involve developing career paths for team members that emphasize emerging support technologies and fostering a culture of continuous learning. You will also be responsible for driving efficient, scalable support for Growth Customers through automation and self-service capabilities, while providing personalized, strategic technical guidance for High Touch Enterprise customers.

What we offer

CircleCI offers a collaborative work environment where you can make a significant impact on customer experiences. You will have the opportunity to work with cutting-edge technologies and lead a team that is dedicated to providing exceptional support. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse backgrounds and perspectives.