Sr. DevOps Support Engineer

<p><strong>About Buildkite</strong><strong><br></strong>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.</p> <p><strong>Job Overview</strong><strong><br></strong>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.</p> <p>This role is remote and requires someone to be located in the US, Pacific Standard Time.&nbsp;</p> <p><strong>🚀 What You'll Do</strong></p> <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> <p><strong>🎨 What You Bring</strong></p> <ul> <li><strong>Customer Centric Mindset</strong> – Deep c