At a Glance
- Tasks: Lead technical support initiatives and drive platform improvements for customer success.
- Company: Join a dynamic team at CircleCI, where tech meets customer impact.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for professional growth.
- Other info: Mentorship opportunities and a collaborative environment await you.
- Why this job: Shape the future of tech while making a real difference for customers.
- Qualifications: 7+ years in technical support or engineering with strong programming skills.
The predicted salary is between 70000 - 90000 £ per year.
About the Team
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.
About the Role
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.
What You'll Do:
- Own Support Engineering's escalation management: coordinate research and reproductions with Product Engineering, identify recurring patterns, and drive structural corrections that prevent repeat incidents.
- 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.
- Lead AI‑assisted tool development and set team standards for code quality, review practices, and responsible adoption of emerging capabilities across the engineering interface.
- Identify and lead team initiatives, owning delivery and ensuring AI adoption objectives are reflected in team priorities and cross‑team roadmap discussions.
- Mentor Support Engineers at all levels; develop the next generation of cross‑functional technical leads and assist managers where coaching opportunities arise.
- Define and continuously evolve Support Engineering's operational practices — escalation workflows, sandbox standards, and AI‑integrated processes — at organizational scope.
What You'll Bring:
- 7+ years of technical product support or engineering experience, with demonstrated ability to operate autonomously across multiple teams and influence without direct authority.
- Proven track record leading complex, cross‑functional escalations and driving root cause elimination — not just resolution.
- Strong programming proficiency in one.
Staff Support Engineer employer: CircleCI
At CircleCI, we pride ourselves on being an exceptional employer that values both technical ambition and customer obsession. Our collaborative work culture fosters innovation and growth, providing ample opportunities for professional development and mentorship within a dynamic team environment. Located in a vibrant tech hub, we offer unique advantages such as access to cutting-edge tools and resources, ensuring that our employees are well-equipped to drive impactful changes in the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Staff Support Engineer
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio or GitHub repository showcasing your projects and technical prowess. This is your chance to demonstrate your problem-solving abilities and how you can add value to the team.
✨Tip Number 3
Prepare for interviews by practising common technical questions and scenarios related to support engineering. We recommend doing mock interviews with friends or using online platforms to get comfortable with the process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at StudySmarter.
We think you need these skills to ace Staff Support Engineer
Some tips for your application 🫡
Show Your Technical Depth:When you're writing your application, make sure to highlight your technical skills and experience. We want to see how you've tackled complex issues in the past, so don’t hold back on those details!
Emphasise Customer Impact:Remember, this role is all about the customer experience. Share examples of how your work has positively impacted customers or improved processes. We love seeing that customer obsession in action!
Be Clear and Concise:While we appreciate detail, clarity is key! Make sure your application is easy to read and gets straight to the point. Use bullet points if it helps convey your message better.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at CircleCI
✨Know Your Stuff
Make sure you brush up on your technical knowledge related to support engineering. Understand the escalation management process and be ready to discuss how you've handled complex issues in the past. This role requires a deep understanding of both technical and customer needs, so be prepared to showcase your experience.
✨Show Your Cross-Functional Skills
Since this position involves liaising between various teams, think of examples where you've successfully collaborated with different departments. Highlight your ability to influence without authority and how you've driven improvements across teams. This will demonstrate that you can be the connective tissue they’re looking for.
✨Emphasise AI and Tool Development
Familiarise yourself with AI-assisted tools and how they can enhance support engineering. Be ready to discuss any relevant projects you've led or contributed to, especially those that involved setting standards for code quality or integrating new technologies. This shows you're forward-thinking and aligned with their goals.
✨Prepare Questions That Matter
Think of insightful questions to ask during the interview that reflect your understanding of the role and the company. Inquire about their current challenges in support engineering or how they envision the future of AI integration. This not only shows your interest but also positions you as someone who is already thinking about contributing to their success.
