Sr. DevOps Support Engineer

Buildkite is a company focused on improving software delivery for developers worldwide. They are seeking a Sr. DevOps Support Engineer to troubleshoot and resolve complex CI/CD, software, and infrastructure issues for enterprise customers while collaborating with engineering teams. The role involves designing proactive solutions and contributing to open source tools, all while maintaining a commitment to work-life balance.

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 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

Requirements:

• Deep commitment to delivering world-class support with empathy and patience
• Strong coding or scripting ability with experience in Bash, Ruby on Rails, or Golang
• Solid experience with CI/CD tools and platforms including Linux, AWS, GCP, Azure, Terraform, and Kubernetes
• Confident in independently tackling complex technical issues and guiding customers to solutions
• Able to work independently, identify opportunities early, and take initiative to drive meaningful improvements
• Skilled at articulating technical detail clearly to customers and internal teams across distributed environments