Senior DevOps Support Engineer

<h3><strong>About Buildkite</strong></h3> <p>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.</p> <h3><strong>About the Role</strong></h3> <p>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.</p> <p><em>This role is remote and requires someone to be located in the UK, Ireland or Poland. You'll work five days a week, 9:00 AM–5:00 PM local time, </em><strong><em>including both Saturday and Sunday</em></strong><em>. Your other three days are flexible — we'll agree on a set schedule together when you join.</em></p> <h3><strong>What You'll Do</strong></h3> <ul> <li>Independently resolve highly technical CI/CD, software, and infrastructure issues for enterprise customers</li> <li>Provide support through Slack, Zoom, Email, Plain, and Community Forum</li> <li>Lead customer-facing retrospectives and planning sessions to improve their Buildkite experience</li> <li>Identify opportunities to prevent future support issues and drive the design and implementation of proactive solutions</li> <li>Contribute to and maintain open source tools such as Bash plugins and Golang-based utilities</li> <li>Publish documentation updates and proactive communications that improve the customer journey</li> <li>Act as a voice for customers, ensuring their feedback shapes internal product and process improvements</li> <li>Own and improve support workflows, simplifying how the team operates and delivers</li> <li>Share learnings from customer work to strengthen alignment with Product and Engineering</li> <li>Mentor peers and foster an inclusive, supportive environment within the team</li> </ul> <h3><strong>This Is You If You Have...</strong></h3> <ul> <li><strong>Customer Centric Mindset</strong> – Deep commitment to delivering world-class support with empathy and patience</li> <li><strong>Technical Expertise</strong> – Strong coding or scripting ability with experience in Bash, Ruby on Rails, or Golang</li> <li><strong>DevOps and Cloud Knowledge</strong> – Solid experience with CI/CD tools and platforms including Linux, AWS, GCP, Azure, Terraform, and Kubernetes</li> <li><strong>Problem Solving Skills</strong> – Confident in independently tackling complex technical issues and guiding customers to solutions</li> <li><strong>Autonomous and Proactive</strong> – Able to work independently, identify opportunities early, and take initiative to drive meaningful improvements</li> <li><strong>Excellent C…