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 salary, remote 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 59400 - 72600 £ per year.
- Staff Support Engineer
- About the Team
Circle CI'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.
- #J-18808-Ljbffr
Staff Support Engineer employer: Visa Hunt
Gartner is an exceptional employer that fosters a dynamic and inclusive work culture, where innovation and collaboration thrive. With a strong emphasis on employee growth, you will have access to mentorship opportunities and resources to advance your career while working in a hybrid model that promotes work-life balance. Located in a vibrant market, Gartner offers the unique advantage of engaging with top executives globally, making your contributions impactful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Staff Support Engineer
✨Join Local Tech Meetups
Get out there and mingle with fellow developers by joining local tech meetups. It’s a fantastic way to meet people who might be working at Visa Hunt or know someone who does. Plus, you can pick up some trendy tech skills and trends while you're at it!
✨Contribute to Open Source Projects
Show off your coding chops by jumping into open-source projects. Not only does this give you practical experience, but it also gets you noticed in the dev community. You'll create a killer portfolio that speaks volumes about your skills to Visa Hunt.
✨Tap into Online Developer Communities
Don’t underestimate the power of online developer communities like GitHub, Stack Overflow, and even Reddit. Participate in discussions, share your projects, and build your visibility. We can often find opportunities through these channels that can lead to a full-time gig at companies like Visa Hunt.
✨Explore Job Boards Specifically for Tech Roles
Keep your eyes peeled on job boards that focus on tech roles. Sites like TechCareers or Stack Overflow Jobs can often have listings for companies like Visa Hunt that might not show up on broader job sites. Make it a habit to check these regularly, and don’t hesitate to apply directly through our website!
We think you need these skills to ace Staff Support Engineer
Some tips for your application 🫡
Show off your coding skills:When applying for a software engineering role, it's super important to showcase your coding skills. Make sure your CV includes your tech stack, any relevant programming languages you’re comfortable with, and examples of projects you've worked on. If you have a GitHub profile, link it up! We love to see code in action.
Tailor your portfolio:For a full-time role, we’d expect to see some solid examples of your work in your portfolio. Make sure to include at least two or three projects that highlight your problem-solving skills and your ability to work with different technologies. Focus on the projects that are most relevant to the position at Visa Hunt.
Craft a killer cover letter:Your cover letter is your chance to stand out—make it personal! Explain why you want to work at Visa Hunt and how your skills align with the role. Show us your passion for software development. We dig enthusiastic candidates who understand the value of collaboration and continuous learning!
Be clear and concise:When it comes to writing your CV and cover letter, clarity is key. Avoid jargon that could confuse us and stick to simple, direct language. Highlight your achievements with quantifiable results where possible, and keep everything easy to read. A well-organised application goes a long way!
How to prepare for a job interview at Visa Hunt
✨Brush Up on Your Coding Skills
For a full-time software engineering role, it's crucial that we stay sharp with our coding abilities. Expect technical questions that might involve solving problems on the spot or discussing algorithms. Practise on platforms like LeetCode or HackerRank to get comfortable with the types of questions that often come up.
✨Know Your Tools and Frameworks
Make sure we’re well-acquainted with the tools and technologies listed in the job description. Familiarise ourselves with any specific frameworks or programming languages mentioned. If Visa Hunt uses React or Node.js, for instance, be ready to discuss how we’ve used them in previous projects or coursework.
✨Showcase Your Projects
Bring along a portfolio that highlights our best work. This could be code samples, GitHub repositories, or any side projects we’ve built. Make sure we can talk through our thought process for each project, especially the challenges we faced and how we solved them—this shows our problem-solving skills in action.
✨Prepare for Behavioural Questions
While technical skills are key, full-time positions also require cultural fit. Be ready to discuss our previous experiences and how we handle teamwork, conflict, and deadlines. Brush up on the STAR method—Situation, Task, Action, Result—to clearly articulate our past experiences when discussing how we've contributed to a team.
