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Buildkite is a CI/CD platform trusted by leading engineering teams including Canva, Meta, Mistral AI, and NVIDIA. This Senior DevOps Support Engineer role is a hybrid technical support and engineering position, not a traditional support desk role.
You will independently troubleshoot and resolve complex CI/CD, software, and infrastructure problems for enterprise customers, collaborating directly with engineering teams at companies like Canva, Uber, and Airbnb. The role balances reactive customer support with proactive work: approximately half your time will be spent designing and implementing scalable tools, processes, and open source contributions to create a world-class customer experience.
Key responsibilities include:
- Independently resolving highly technical CI/CD, software, and infrastructure issues for enterprise customers via Slack, Zoom, email, and community forums
- Leading customer-facing retrospectives and planning sessions to improve their Buildkite experience
- Identifying opportunities to prevent future support issues and driving the design and implementation of proactive solutions
- Contributing to and maintaining open source tools such as Bash plugins and Golang-based utilities
- Publishing documentation updates and proactive communications that improve the customer journey
- Acting as a voice for customers, ensuring their feedback shapes internal product and process improvements
- Owning and improving support workflows to simplify team operations
- Sharing learnings from customer work to strengthen alignment with Product and Engineering teams
- Mentoring peers and fostering an inclusive, supportive environment
You bring strong technical expertise in Bash, Ruby on Rails, or Golang; solid experience with CI/CD tools, Linux, AWS, GCP, Azure, Terraform, and Kubernetes; and the ability to independently tackle complex technical issues while communicating clearly with both customers and internal teams. A customer-centric mindset, autonomous work style, and proactive problem-solving approach are essential.
The role is remote, requiring location in the UK, Ireland, or Poland. You'll work five days per week, 9 AM–5 PM local time (including Saturday and Sunday), with three flexible days per week to be agreed upon when you join.
