Senior DevOps Support Engineer - Customer Support

About Buildkite Buildkite's CI platform is trusted by the world's leading engineering teams, helping ship software used by more than 1 billion people every day. Companies including Canva, Meta, Mistral AI, and NVIDIA rely on Buildkite to run builds, tests, and deployments on their infrastructure, ours, or both - giving them the speed, reliability, and flexibility to ship with confidence. About the Role This is not your average Support Engineer role. You'll support Buildkite's enterprise customers by independently troubleshooting and resolving highly complex CI/CD, software, and infrastructure problems, collaborating directly with Software Engineering teams at places like Canva, Uber, and Airbnb to help unblock critical workflows. You'll play a vital role in shaping the support team's evolution into a function that balances reactive and proactive work, spending half your time designing and implementing scalable tools, processes, and open source contributions that create a world-class customer experience. This role is a perfect opportunity for a Software, DevOps, or Infrastructure expert who is customer obsessed and thrives on solving tough technical problems for some of the world's most innovative engineering teams. Where You’ll Be This role is remote and requires someone to be located in the WA timezone . You'll work five days a week, 9:00 AM–5:00 PM local time, including both Saturday and Sunday .

Your other three days are flexible — we'll agree on a set schedule together when you join. What You'll Do - Independently resolve highly technical CI/CD, software, and infrastructure issues for enterprise customers - Provide support through Slack, Zoom, Email, Plain, and Community Forum - Lead customer-facing retrospectives and planning sessions to improve their Buildkite experience - Identify opportunities to prevent future support issues and drive the design and implementation of proactive solutions - Contribute to and maintain open source tools such as Bash plugins and Golang-based utilities - Publish documentation updates and proactive communications that improve the customer journey - Act as a voice for customers, ensuring their feedback shapes internal product and process improvements - Own and improve support workflows, simplifying how the team operates and delivers - Share learnings from customer work to strengthen alignment with Product and Engineering - Mentor peers and foster an inclusive, supportive environment within the team This Is You If You Have... - A Customer Centric Mindset – Deep commitment to delivering world-class support with empathy and patience - Technical Expertise – Strong coding or scripting ability with experience in Bash, Ruby on Rails, or Golang - DevOps and Cloud Knowledge – Solid experience with CI/CD tools and platforms including Linux, AWS, GCP, Azure, Terraform, and Kubernetes - Problem Solving Skills – Confident in independently tackling complex technical issues and guiding customers to solutions - Autonomous and Proactive – Able to work independently, identify opportunities early, and take initiative to drive meaningful improvements - Excellent Communication – Skilled at articulating technical detail clearly to customers and internal teams across distributed environments Benefits - 20 days paid annual leave plus 10 days sick & carer's leave — actively encouraged, we want you to be at your best and time off is a part of that. - An ongoing remote-work allowance to help you do your best work — we want you to have everything you need, from great wifi to wellness options that are right for you. - Retirement and health coverage (based on your region) — build towards your future, your way. - 16 weeks paid parental leave for primary carers (6 weeks for secondary) — becoming a parent is life changing and we’re committed to supporting you and your family through it. - Confidential EAP & mental health support — sometimes life gets hard.