Development Support Engineer

All Jobs  >  Development Support Engineer CloudBees Inc Apply Development Support Engineer Fully Remote • United States - Remote • Professional Services Apply Description Job Title: Development Support EngineerJob Type: Full-timeLocation: Remote - United StatesAbout CloudBeesCloudBees enables enterprises to deliver scalable, compliant, and secure software, empowering developers to do their best work. Seamlessly integrating into any hybrid and heterogeneous environment, CloudBees is more than a tool—it's a strategic partner in your cloud transformation journey, ensuring security, compliance, and operational efficiency while enhancing the developer experience across your entire software development lifecycle. It allows developers to bring and execute their code anywhere, providing greater flexibility and freedom through fast, self-serve, and secure workflows.CloudBees supports organizations at every step of their DevSecOps journey, whether using Jenkins on-premise or transitioning software delivery to the cloud. We’re helping customers build the future, today.About the RoleCloudBees customers rely on our Support team to help them be successful in the use of our products. Our team is uniquely positioned to help sustain the company’s growth by providing a customer support experience that surpasses expectations. These positive customer experiences help drive annual renewals and business expansion. A successful Development Support Engineer (DSE) will use their skills and experience to accurately diagnose customer issues and get them resolved in a timely way, to the customer’s happiness. In addition, motivated individuals who want to contribute in other ways will have opportunities to work on our collection of internal tools that automate the diagnosis of issues, making the entire team more efficient by reducing manual work.A typical day in our Support team starts with a scrum meeting where we review open and unassigned cases and help each other with issues we’re stuck on. Working on active cases, we answer basic questions and also tackle problems that range from the mundane to the fiendishly complicated (it helps if you enjoy a good challenge). We collaborate with each other throughout the day, via Slack or video calls. During down time, we build technical knowledge through training and tools development.CloudBees has been a remote-work-first company since it was founded, and the majority of the DSE team works remotely. The existing team has a mix of backgrounds including system administrators, developers, support engineers, and DevOps engineers. We strive to provide everyone on the team with exciting challenges, opportunities for personal and professional growth, and a positive work/life balance.Key ResponsibilitiesAnswer customer questions about product usage and best practices.Diagnose complex technical issues and provide solutions or workarounds.Connect with customers through a ticketing system, with phone support sometimes required for complex or urgent issues.Collaborate frequently with members of the Support and Engineering teams.Contribute to documentation.Contribute to internal software tools to automate diagnosis of customer issues.Work a weekend on-call rotation every 4-8 weeks (daytime hours only).QualificationsRequired:Good working knowledge of popular DevOps tools and services such as: Jenkins, Docker, Artifactory/Nexus, Kubernetes, git & GitHub.Basic Linux system administration knowledge.Good communication skills (English language fluency required).The ability to work independently.The ability to build knowledge of new technologies easily.A sense of empathy with our customers.Year of experience - minimum 5 years and above.As previously mentioned, members of our team have a variety of past work experience, and each brings a different mix of skills to our team. The following are some examples of these skills, but by no means do we expect candidates to...