Manager, Support Engineering

CircleCI is the world’s largest continuous integration/continuous delivery (CI/CD) platform, and they are seeking a Manager of Support Engineering to lead a distributed team of Support Engineers. This role focuses on delivering exceptional customer experiences through automation and AI-driven support capabilities while managing a team that resolves complex technical issues for developers and engineering leaders.

Responsibilities:

• Lead and mentor a regional team of 6-8 Support Engineers across multiple time zones
• Coach team members on both technical problem-solving and modern support methodologies
• Develop career paths that emphasize AI-assisted troubleshooting and automation skills
• Foster a culture of continuous learning in emerging support technologies
• Implement and optimize AI-powered ticket routing, response suggestions, and resolution acceleration
• Build automated workflows for common technical issues and customer onboarding
• Leverage machine learning insights to predict and prevent customer issues
• Develop knowledge bases and self-service tools powered by AI content generation
• Design differentiated support experiences for Growth vs. High Touch Enterprise segments
• Establish SLAs, escalation paths, and communication cadences tailored to each segment
• Implement proactive support strategies for Enterprise accounts using predictive analytics
• Balance automation efficiency for Growth customers with white-glove service for Enterprise
• Drive regional process improvements using automation and AI-assisted decision making
• Establish KPIs that measure both efficiency gains and customer satisfaction across segments
• Implement voice-of-customer programs that feed AI training and product development
• Partner with Product and Engineering teams on AI-driven product improvements
• Work with Customer Success to ensure seamless Growth-to-Enterprise customer transitions
• Collaborate with Sales Engineering on Enterprise pre-sales technical validation
• Represent regional customer needs and AI/automation opportunities to global leadership
• Drive adoption of new support technologies across the regional team

Requirements:

• 5+ years managing technical support teams of 5+ engineers in SaaS/DevTools environments
• Proven track record scaling support operations through automation and process innovation
• Experience with customer segmentation strategies and differentiated service delivery models
• Hands-on experience implementing AI/ML solutions in customer support environments
• Proficiency with support automation tools, chatbots, and workflow orchestration platforms
• Strong understanding of modern support technologies: AI-powered knowledge bases, sentiment analysis, predictive routing
• Experience with support analytics and business intelligence tools
• Direct experience in technical support roles solving complex infrastructure and development issues
• Ability to translate technical problems into business impact and solutions
• Experience managing both high-volume Growth and strategic Enterprise customer relationships
• Strong analytical mindset with experience using data to drive support strategy
• Excellent communication skills for both technical and executive audiences
• Ability to balance automation efficiency with personalized customer experiences
• Experience with change management in implementing new technologies and processes
• CI/CD pipeline troubleshooting and optimization
• Container orchestration (Docker, Kubernetes) and cloud platforms (AWS, GCP, Azure)
• Infrastructure as Code and configuration management tools
• Scripting languages (Python, Bash, PowerShell) for support automation
• API integration and webhook development for support workflows
• Git workflows and version control best practices
• Experience with AI support platforms (Intercom Resolution Bot, Zendesk Answer Bot, custom LLM implementations)
• Support ticketing systems with advanced automation capabilities
• Customer data platforms and support analytics tools