Senior Technical Support Engineer in Belfast

We're seeking a Senior Technical Support Engineer with deep technical expertise and a passion for customer engagement to solve complex customer challenges, mentor a growing team, and help shape the future of our world-class artifact management platform.

About Cloudsmith: Cloudsmith is building the operating system for the modern software supply chain. We run a global, fully managed, multi-tenant SaaS platform that helps organizations, from startups to the Fortune 500, secure, govern, and distribute software artifacts at scale. Worldwide, our customers use Cloudsmith as a critical infrastructure control plane for CI/CD, developer workflows, security controls, compliance, and software distribution, supporting 30+ formats and ecosystems across languages, containers, and operating systems.

The Role: We are building a team that is responsible for the developer experience. On a daily basis, we work with our customers and the developer community to ensure they are building software that is efficient and secure across the whole supply chain. Our team helps customers troubleshoot and investigate issues, diagnosing and resolving core product-related issues. We expand and enhance their experience through the development and maintenance of 3rd party integrations that extend our API, CLI, and Webhook capabilities, while curating a public knowledge base to support customers to independently resolve common issues.

• Key Responsibilities:
• Technical Support: Provide top-notch technical support to our customers, assisting them with any product-related issues, inquiries, or challenges they may encounter.
• Problem Solving: Diagnose and troubleshoot technical issues, replicating them in local environments and collaborating closely with customers to identify root cause and provide effective solutions.
• Documentation: Create and maintain detailed documentation, including knowledge base articles and FAQs, to assist customers in resolving common issues independently.
• Software Expertise: Leverage your expertise in application programming to build and maintain third party integrations like Terraform, GitHub Actions, CircleCI etc.
• Customer Advocacy: Act as a customer advocate within the company, sharing customer feedback, feature requests, and insights with the product development team to improve our offerings.

Required Experience, Qualities & Skills:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 8+ years in Technical Product Support, a similar role, or a background in software development.
• Strong application programming experience, proficient in Java, Python, or JavaScript languages.
• Knowledge of software packaging and distribution concepts and tools.
• Excellent problem-solving and troubleshooting skills.
• An enthusiastic and effective communicator: you should be able to appeal to and communicate with both technical and non-technical listeners alike.
• Ability to work independently and as part of a team.
• Willingness to participate in an on-call rota supporting customers across multiple time zones.

Preferred Skills & Certifications:

• Professional experience in building, testing, deploying, debugging, and maintaining complex systems in production environments; or equivalent experience in open-source ecosystems and projects.
• Familiarity with UNIX-like systems (Linux/WSL/MacOS).
• Familiarity with Artifact and Package management, or the software supply chain.
• Familiarity with Cloud-based infrastructure, data structures & algorithms, storage systems, source control, and continuous integration.
• Amazon Web Services (AWS) / AWS Certifications.
• Contributions to open-source projects.
• ReST, GraphQL, gRPC API Design.
• Docker, OCI, ORAS, Kubernetes (k3s, k8s).
• Sigstore, Cosign, Keyless Signatures, Signature Attestation.
• Grafeas, Kritis, Metadata Provenance.

Cultural Values We're Looking For:

• A bias for action and a passion for what we do: A positive attitude and bias for action is everything. You proactively seek knowledge and are never satisfied with the status quo.
• Empathy + customer-centricity: You genuinely care about customers and strive to understand their needs, frustrations, and goals. You see customer success as your own success.
• Relentless curiosity + continuous learning: You are always eager to learn, improve, and challenge assumptions.
• Bias for Action + Ownership: You take initiative, move fast, and own problems end-to-end. You're not afraid to roll up your sleeves, even when challenges are outside your comfort zone.
• Collaboration + Candor: You value open, honest, and respectful communication. You give and receive feedback constructively and believe that the best ideas win, regardless of hierarchy.

Benefits, Location & Work Environment:

• A remote-first position based in the UK.
• A competitive compensation package, including equity.
• Comprehensive health, dental, and vision insurance.
• Generous annual leave and flexible working policies to suit your lifestyle.
• A professional development budget for conferences and training.
• A dynamic, innovative, trust-centric, and supportive work environment.
• The opportunity to shape a fast-growing Series C scaleup (and beyond).

Health and Wellness:

Regardless of your location, we deeply care about the health and wellness of our staff and their families; a sustainable pace is important to us. In addition to generous annual leave (PTO), we offer health and wellbeing benefits along with flexible family-friendly working policies.

Personal Growth:

You will have an enormous opportunity to learn new skills alongside your colleagues, and your continued professional development is essential to us because it's important to you. We will support you with budgets for equipment, training, books, conferences, travel, and certifications. The more powerful you become, the better for all of us.

Hybrid / Remote First:

Cloudsmith is headquartered in Belfast, Northern Ireland, and we use our H.Q. regularly for activities like team planning, meets and greets, and sometimes other group activities (like games!). We also hold all-hands offsites in Belfast (or otherwise) thrice yearly, with guest speakers and team activities. Most Cloudsmithers work remotely, close and far, so we rely on our online collaboration tools; Slack is how we work.

About Equal Opportunity:

Cloudsmith is an equal-opportunity employer proud to nurture a diverse workplace that welcomes applications from individuals of all races, genders, and ethnic groups. We do not discriminate on age, religion, sexual orientation, citizenship status, military service, or health conditions. We will not tolerate discrimination of any kind within our workforce.

The Final Word:

We're looking for someone who can balance deep technical expertise with profound customer empathy, has the experience to help build a world-class technical support experience, and is fearless in rolling up their sleeves when needed. We're critical infrastructure by developers, for developers, and we're building the world's software supply chain platform and ecosystem. We want to hear from you if you're excited to work on mission-critical infrastructure with a lasting impact on the software industry from today until IPO and beyond.