Technical Support Engineer in Belfast

We are seeking a Support Engineer with a strong DevOps and customer engagement background 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 transforming how organizations handle software artifacts and secure their supply chains. As a fully managed multi-tenant Software as a Service (SaaS) built on AWS, our mission is to enable organizations to tackle scale and complexity through best-in-class artifact management and to secure software by default. Our vision is to become the software supply chain itself, powering the future of software delivery. We are the world's most potent artifact management platform, built by developers for developers. Our platform supports over 30 formats spanning languages, containers, and operating systems, with enterprise-grade features, including vulnerability and security scanning, world-class policy management and enforcement, and web-scale to handle the Fortune 500. Organizations integrate Cloudsmith as critical infrastructure into their development, deployment, and distribution pipelines, trusting us to protect and accelerate, no matter the scale. Backed by top-tier investors and on a trajectory toward IPO, we are building mission-critical infrastructure that powers software delivery for organizations worldwide. We operate at the cutting edge of cloud-native technology, tackling complex distributed systems challenges that directly impact millions of developers. Now is an exciting time to join us as we revolutionize how organizations deliver and secure software and help write the next chapter of our rocket-ship growth story.

The Role: We have built a team that provides an experience that sets Cloudsmith apart. 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 challenges. We’re looking for a dedicated and passionate Technical Support Engineer to join our growing team. As a Technical Support Engineer your role provides a deep subject matter expertise on the product solutions and best practices. Working alongside CSMs to provide our customers with technical guidance, go in-depth on use case implementation, and demonstrate the ways to deploy and effectively leverage the product's service.

Our Team: 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 integration that extends our API, CLI and Webhook capabilities, while curating a public knowledge base to support customers to independently resolve common issues.

Cultural Values We’re looking for:

• 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. You proactively seek knowledge and are never satisfied with the status quo.
• 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.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3+ years in Technical Product Support, a similar role, or a background in software development with a strong background in debugging and troubleshooting complex technical issues.
• Strong application programming experience, proficient in Java, Python, or JavaScript languages.
• Basic understanding of software packaging, distribution concepts, and related tools.
• Experience with cloud platforms (AWS, GCP, or Azure) and cloud-based architectures.
• 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.

Things that are bonuses:

• 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.
• AWS/AWS Certifications.
• Significant contributions to open-source projects.
• Rest, GraphQL, gRPC API Design.
• Docker, OCI, ORAS, Kubernetes (k3s, k8s).
• Knowledge of Security Principles, Software Vulnerabilities and Zero Trust Models.

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 B startup (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 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.