Senior Development Support Engineer

Job Type: Full-time
Location: U.S. or Canada (Preferred regions: West Coast/Central US, Central/Western Canada)
Department: Technical Support

About CloudBees

CloudBees is the leading software delivery platform enabling enterprises to scale software delivery while ensuring security, compliance, and operational efficiency. We empower developers with fast, self-serve workflows across hybrid and heterogeneous environments, offering unmatched flexibility for cloud transformation.

As trusted partners in DevSecOps, CloudBees supports organizations using Jenkins on-premise, transitioning to the cloud, or accelerating their DevOps maturity to drive innovation and achieve their business goals.

Role Overview

As a Development Support Engineer (DSE) at CloudBees, you will play a critical role in supporting our customers’ DevOps environments. You’ll troubleshoot complex issues, guide best practices, and collaborate across teams to ensure customer success. This role combines technical acumen, problem-solving skills, and customer empathy to create an exceptional support experience that drives customer satisfaction and loyalty.

In addition to direct customer interaction, you’ll contribute to internal tools and knowledge-sharing initiatives that enhance team efficiency. If you thrive on solving technical puzzles and enjoy working in a collaborative environment, this role is for you.

Key Responsibilities

• Technical Support:
  
  • Diagnose and resolve technical issues with products and integrations, including Jenkins, Kubernetes, Docker, and CI/CD pipelines
  • Provide recommendations for best practices in DevOps workflows
  • Assist with complex setup, configuration, and troubleshooting of tools and environments
• Customer Engagement:
  
  • Respond to customer inquiries via a ticketing system, email, and occasionally phone for urgent issues
  • Actively engage with customers to understand their challenges and provide tailored solutions.
  • Contribute to documentation and knowledge bases to ensure customers can self-serve when possible
• Collaboration & Tools Development:
  
  • Work closely with Engineering, Product, and DevOps teams to escalate and resolve issues effectively
  • Develop and enhance internal tools for automating diagnostics and improving team efficiency
• Continuous Learning:
  
  • Stay updated on evolving DevOps tools, cloud platforms, and software development trends
  • Participate in team scrums and collaborative problem-solving sessions

QualificationsMust-Have:

• 5+ years experience in Java Application troubleshooting performing JVM analysis using thread dumps, heap dumps, and garbage collector logs
• 1-2+ years experience working with Jenkins as an admin/developing jobs/troubleshooting builds
• 5+ years experience in Linux system administration and troubleshooting
• Hands-on experience with DevOps tools like Kubernetes, Docker, and Git
• Familiarity with CI/CD pipelines and related concepts
• Excellent problem-solving skills and the ability to work independently
• Strong communication skills, with fluency in English (written and verbal)

Nice-to-Have:

• Proficiency in Java development
• Experience with enterprise technologies like LDAP, databases, and REST APIs.
• Cloud platform expertise (AWS, GCP, Azure)
• Certifications in Kubernetes, cloud platforms, or DevOps-related tools
• Open source contributions or Jenkins community involvement
• Previous experience in a customer-facing technical support role

Why Join CloudBees?

• Generous PTO to recharge and spend time with loved ones
• A culture of inclusivity, innovation, and global diversity
• Opportunity to work with cutting-edge technologies and contribute to DevSecOps transformation
• Collaborative environment with opportunities for growth and skill development

CloudBees Commitment to Diversity:  We believe diversity drives innovation and enables us to serve our global customers better. We are committed to fostering a workplace that reflects the diversity of the Jenkins community and the customers we support.Note: Beware of recruitment scams. CloudBees does not request sensitive personal or financial information during the hiring process.Join us and help shape the future of DevSecOps!