Support Engineering Manager

As Support Engineering Manager at CircleCI, you will lead a team of Support Engineers and guide the extended team of Customer Engineering, Revenue, and Customer Success to deliver a world-class customer experience to CircleCI users and prospective customers.

We are looking for an energetic and performance-focused Support Engineering Manager. As the team's manager, you will enable them to support our rapidly growing customer base. You will help the team answer customer questions efficiently and effectively, and improve existing processes. CircleCI takes pride in the fact that our Support Engineers are true engineers, with deep technical skills, and an ability to resolve Tier 1, 2, and often Tier 3 level issues for a very technical user base (developers). Successful candidates that espouse that model can help us attract and retain the unique mix of skills vital to performing at this level.

This job will be performed remotely and will be leading a distributed team across North America.

About Support Engineering at CircleCI

Our Support Engineers have a strong understanding of the developer community and are able to confidently communicate with and provide first class support to developers, DevOps leads, architects and decision makers.

What you'll do:

• Support the Support Engineering team by providing guidance on customer experience and approaches to solve specific challenges, be the point of escalation for the team, as well as represent their team's needs to Customer Engineering Leads and CircleCI leadership.
• Implement process improvements for consistency across the team.
• Scale planning for growing the team to meet demand and support CircleCI premium support packages.
• Represent the Voice of the Customer to CircleCI's Leadership teams. Help to identify recurring problems, and general trends of user dissatisfaction to drive upstream improvements.
• Partner with the Customer Success team to ensure alignment across Support and Success initiatives.
• Coach, develop, and mentor team members by providing constructive feedback, developing career plans and using teaching opportunities.
• Collaborate with Product and Engineering teams to help influence product roadmap based on customer feedback, and to continue to build product knowledge and awareness within the support engineering team members
• Set, monitor, and drive success by establishing clear performance metrics.
• Maintaining high levels of transparency, efficiency, and collaboration in your team.
• Participate in launch of new products, documentation, and customer integrations to our internal teams and customer community.

What we're looking for:

• 5+ years experience leading a rapidly growing Support team of 10+ people, preferably in a SaaS environment.
• Have worked directly with customers in a technical support role, solving complex technical problems.
• Can tie business problems to technical solutions and understand technology value propositions.
• Demonstrated and proven capacity to quickly absorb new concepts and technologies.
• Carry the philosophy that the best way for all to succeed is to honestly discuss product and company abilities and limitations with customers. We do not oversell at CircleCI.
• Demonstrated ability to prioritize competing opportunities, balancing customer needs with business priorities and the ability to articulate the rationale behind those decisions.
• Strong use of analytics, user research and intuition for business to drive decisions and improve the customer experience.
• You are empathetic and able to gracefully handle stressful situations.

Bonus points!

• Experience with build, test, and deployment automation
• You have spent a decent amount of time using and scripting *nix
• You know how to work with Git in general and ideally GitHub in particular
• You've thrown together an app or two in a high-level programming language
• Knowledge of Docker or Linux containers in general
• Experience with popular web app frameworks and/or mobile app development (iOS, Android)
• Experience using and automating a major IaaS like AWS, GCP, or Azure
• Familiarity deploying and debugging distributed systems

** Not all skills required. If you're interested in growing with us, please reach out!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

About CircleCI

CircleCI is the world's largest shared continuous integration/continuous delivery (CI/CD) platform, and the hub where code moves from idea to delivery. As one of the most-used DevOps tools - processing more than 1 million builds a day - CircleCI has unique access to data on how engineering teams work, and how their code runs. Companies like Spotify, Coinbase, and BuzzFeed use us to improve engineering team productivity, release better products, and get to market faster.

Founded in 2011 and headquartered in downtown San Francisco with a global, remote workforce, CircleCI is venture-backed by Base10, Greenspring Associates, Eleven Prime, IVP, Sapphire Ventures, Top Tier Capital Partners, Baseline Ventures, Threshold Ventures, Scale Venture Partners, Owl Rock Capital, Next Equity Partners, Heavybit and Harrison Metal Capital.

CircleCI is an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.