Staff Support Engineer

Аналитика рынка

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Описание

Staff Support Engineer 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 dev

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