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 fo