Senior Development Support Engineer

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Description
Job Type: Full-timeLocation: U.S. or Canada (Preferred regions: West Coast/Central US, Central/Western Canada)Department: Technical SupportAbout CloudBeesCloudBees 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 OverviewAs 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 ResponsibilitiesTechnical 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
Requirements
QualificationsMust-Have:5+ years experience in Java Application troubleshooting performing JVM analysis using thread dumps, heap dumps, and garbage collector logs1-2+ years experience working with Jenkins as an admin/developing jobs/troubleshooting builds5+ years experience in Linux system administration and troubleshootingHands-on experience with DevOps tools like Kubernetes, Docker, and GitFamiliarity with CI/CD pipelines and related conceptsExcellent problem-solving skills and the ability to work independentlyStrong communication skills, with fluency in English (written and verbal)Nice-to-Have:Proficiency in Java developmentExperience with enterprise technologies like LDAP, databases, and REST APIs.Cloud platform expertise (AWS, GCP, Azure)Certifications in Kubernetes, cloud platforms, or DevOps-related toolsOpen source contributions or Jenkins community involvementPrevious experience in a customer-facing technical support roleWhy Join CloudBees?Generous PTO to recharge and spend time with loved onesA culture of inclusivity, innovation, and global diversityOpportunity to work with cutting-edge technologies and contribute to DevSecOps transformationCollaborative environment with opportunities for growth and skill developmentCloudBees 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!


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