Sr. DevOps Support Engineer

About Buildkite At Buildkite, our mission is to unblock every developer on the planet. We've rethought how software delivery should work and have built a platform that is fast, reliable, secure, and able to scale to the needs of the most demanding high-growth tech companies globally including Airbnb, Canva, Shopify, PagerDuty, and Lyft. Job Overview 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. And you'll do this while enjoying Buildkite's commitment to true work-life balance, flexible hours, and no on-call. 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. This role is remote and requires someone to be located in the US, Pacific Standard Time. 🚀 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 🎨 What You Bring 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 ✨ Why Join Buildkite At Buildkite, we value kindness, autonomy, and collaboration. You'll be part of a remote-first company where your work can make a meaningful impact – empowering engineers worldwide to build and deliver better software faster. Competitive compensation, including salary, equity, and benefits package Flexible, remote-first culture Opportunities for professional growth and advancement Help shape a proactive, world-class support function for enterprise customers An inclusive, innovative culture where your ideas make a real impact 🌈 Equal Opportunity Employer At Buildkite, we value diversity and celebrate all types of skills, backgrounds, and experiences. We're dedicated to fostering an inclusive environment and providing reasonable accommodations throughout our recruitment process. If you need any accommodations or support during the application or interview process, please reach out to us at [email protected]. 🌈 Equal Opportunity Employer At Buildkite, we value diversity and celebrate all types of skills, backgrounds, and experiences. We’re dedicated to fostering an inclusive environment and providing reasonable accommodations throughout our recruitment process. If you need any accommodations or support during the application or interview process, please reach out to us at [email protected].