Development Support Engineer

CloudBees is a company that empowers enterprises to deliver scalable and secure software. The Development Support Engineer will be responsible for diagnosing customer issues, providing solutions, and enhancing the customer support experience while also contributing to internal tools that improve efficiency.

Responsibilities:

• Answer 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)

Requirements:

• 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
• System administration knowledge, especially Linux, storage, and/or networking
• Knowledge of common enterprise environments & technologies such as LDAP & databases
• Knowledge of common web application architectures, SSL, REST API concepts, etc
• Understanding of Continuous Integration and Continuous Deployment concepts and practices
• Experience with cloud computing environments
• Programming experience, anything from shell scripting to Java development
• Open source community contributions, especially Jenkins
• Previous experience in customer-facing roles
• Computer Science / IT degree or equivalent work experience
• Certifications: Cloud computing providers, Kubernetes, etc