Staff Support Engineer

<h2>Staff Support Engineer</h2> <h3>About the Team</h3> <p>CircleCI's Customer Engineering organization exists at the intersection of technical depth and customer impact. We comprise Technical Success Managers and Support Engineering — working together to ensure every customer experience moves their business forward. Support Engineering isn't a traditional support function: we surface escalation patterns, drive platform improvements, protect revenue, and operate with engineering rigor. We're a team where technical ambition and customer obsession are equally valued, and where the work you do shapes the product as much as it shapes the customer experience.</p> <h3>About the Role</h3> <p>The Staff Support Engineer is the technical authority and strategic backbone of Support Engineering. This role operates at organizational scope — well beyond individual tickets — owning the escalation model, shaping cross-functional engineering relationships, and driving platform-level improvements that reduce future support burden. You are the technical voice in cross-functional forums, a trusted advisor to leadership, and the connective tissue between Enterprise customers and Product/Engineering. Success here means the team is sharper, the product is more supportable, and recurring escalation patterns stop recurring.</p> <h3>What You'll Do:</h3> <ul> <li>Own Support Engineering's escalation management: coordinate research and reproductions with Product Engineering, identify recurring patterns, and drive structural corrections that prevent repeat incidents.</li> <li>Serve as the senior cross-functional liaison between Support Engineering and Product, Engineering, Security, and Revenue — attending scoping sessions, architectural discussions, and GTM forums to ensure supportability is a design requirement, not an afterthought.</li> <li>Lead AI-assisted tool development and set team standards for code quality, review practices, and responsible adoption of emerging capabilities across the engineering interface.</li> <li>Identify and lead team initiatives, owning delivery and ensuring AI adoption objectives are reflected in team priorities and cross-team roadmap discussions.</li> <li>Mentor Support Engineers at all levels; develop the next generation of cross-functional technical leads and assist managers where coaching opportunities arise.</li> <li>Define and continuously evolve Support Engineering's operational practices — escalation workflows, sandbox standards, and AI-integrated processes — at organizational scope.</li> </ul> <h3>What You'll Bring:</h3> <ul> <li>7+ years of technical product support or engineering experience, with demonstrated ability to operate autonomously across multiple teams and influence without direct authority</li> <li>Proven track record leading complex, cross-functional escalations and driving root cause elimination — not just resolution</li> <li>Strong programming proficiency in one or more languages; ability to build tools, conduct peer code review, and contribute to Engineering R&amp;D with a supportability lens</li> <li>High understanding of distributed service architecture across product specialty areas, including AI-powered component integration and failure modes</li> <li>Demonstrated business acumen: ability to align decisions to company OKRs, quantify the impact of operational patterns, and contribute economic perspective to tooling and process decisions</li> <li>Experience mentoring engineers and building team capability; track record of reducing siloed knowledge and creating organizational redundancy</li> </ul> <h3>Bonus Skills (Nice to Have)</h3> <ul> <li>Experience with build, test, and deployment automation (CI/CD) in a technical leadership or customer-facing capacity</li> <li>Familiarity with AI/ML technologies and LLM-based code diagnostics</li> <li>Advanced knowledge of Docker, Linux containers, and Kubernetes for container orchestration</li> <li>Expertise automating major IaaS platforms (AWS, GCP, Azure) with a DevOps focus</li> <li>Experience debugging distributed systems and microservices architectures</li> <li>Knowledge of iOS application testing, code signing, and deployment processes</li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="title">United Kingdom Base Pay Range</div><div class="pay-range"><span>£85,000</span><span class="divider">&mdash;</span><span>£107,000 GBP</span></div></div></div><div class="content-conclusion"><p></p> <p>We will ensure that individuals with disabilities are provided reasonable&nbsp;accommodation to participate in the job application or interview process, to perform&nbsp;essential job functions, and to receive other benefits and privileges of employment.&nbsp;Please contact us to request accommodation.</p> <p><strong>About CircleCI</strong></p> <p>CircleCI is the world’s largest continuous integration/continuous delivery (CI/CD)&nbsp;platform, and the hub where code moves from idea to delivery. As one of the most-used&nbsp;DevOps tools - processing more than 3 million jobs a day - CircleCI has unique access to&nbsp;data on how the most effective engineering teams work, and the tools to help software&nbsp;companies successfully leverage the power of AI into their commercial applications.&nbsp;Companies like Hinge, HuggingFace, and Samsung use us to improve engineering team&nbsp;productivity, release better products, and get to market faster.</p> <p><br>Founded in 2011 and headquartered in downtown San Francisco with a global, remote&nbsp;workforce, CircleCI is venture-backed by Base10, Greenspring Associates, Eleven Prime,&nbsp;IVP, Sapphire Ventures, Top Tier Capital Partners, Baseline Ventures, Threshold<br>Ventures, Scale Venture Partners, Owl Rock Capital, Next Equity Partners, Heavybit, and&nbsp;Harrison Metal Capital.&nbsp;</p> <p>CircleCI is an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sexual orientation, gender,&nbsp;gender identity, gender expression, transgender status, sexual stereotypes, age, status&nbsp;as a protected veteran, status as an individual with a disability, or other applicable&nbsp;legally protected characteristics. We also consider qualified applicants with criminal&nbsp;histories, consistent with applicable federal, state and local law.</p></div>