SeniorFull TimeEN
We're seeking an experienced Senior Support Engineer with a strong DevOps and customer engagement background to solve complex customer challenges, mentor a growing team, and help shape the future of our world-class artifact management platform.
Cloudsmith is transforming how organizations handle software artifacts and secure their supply chains. As a fully managed multi-tenant Software as a Service (SaaS) built on AWS, our mission is to enable organizations to tackle scale and complexity through best-in-class artifact management and to secure software by default. Our vision is to become the software supply chain itself, powering the future of software delivery.
We are the world's most potent artifact management platform, built by developers for developers. Our platform supports over 30 formats spanning languages, containers, and operating systems, with enterprise-grade features, including vulnerability and security scanning, world-class policy management and enforcement, and web-scale to handle the Fortune 500. Organizations integrate Cloudsmith as critical infrastructure into their development, deployment, and distribution pipelines, trusting us to protect and accelerate, no matter the scale.
Backed by top-tier investors and on a trajectory toward IPO, we're building mission-critical infrastructure that powers software delivery for organizations worldwide. We operate at the cutting edge of cloud-native technology, tackling complex distributed systems challenges that directly impact millions of developers. Now is an exciting time to join us as we revolutionize how organizations deliver and secure software and help write the next chapter of our rocket-ship growth story.
We have built a team that provides an experience that sets Cloudsmith apart. On a daily basis, we work with our customers and the developer community to ensure they are building software that is efficient and secure across the whole supply chain. Our team helps customers troubleshoot and investigate issues, diagnosing and resolving core product-related challenges. We enhance their experience through the development and maintenance of third-party integrations that extend our API, CLI, and Webhook capabilities while curating a public knowledge base to support customers in resolving common issues independently.
As a Senior Support Engineer, you will play a key role in driving technical excellence, mentoring junior team members, and helping shape support processes and best practices. You will also contribute to product improvements by collaborating closely with engineering and product teams to refine features and enhance reliability.
Technical Support + Mentorship: Provide expert-level technical support, guiding customers through complex troubleshooting and issue resolutions while mentoring junior engineers to enhance overall team effectiveness.
Problem Solving: Diagnose, replicate, and troubleshoot advanced technical issues, working closely with customers to identify root causes.
Process Optimisation: Identify and implement improvements to support workflows, automation, and escalation processes to enhance efficiency and customer satisfaction.
Documentation + Enablement: Create and maintain in-depth technical documentation, including knowledge base articles, runbooks, and FAQs, to improve self-service support options.
Software Expertise: Leverage expertise in software development to contribute to and maintain third-party integrations, such as Terraform, Github Actions, and CircleCI, ensuring seamless interoperability.
Customer Advocacy + Product Influence: Act as a key advocate for customers, translating feedback and technical insights into meaningful product enhancements in collaboration with our engineering teams.
Incident Management + on-call support: Lead critical incident response efforts, providing senior-level expertise in diagnosing customer-specific outages or failures.
Package Management + CI/CD Expertise: Leverage expertise in package management and CI/CD to provide guidance and instruction to customers in using Cloudsmith in the most efficient way possible.
5+ years of experience in Technical Support, DevOps, or a related field, with a strong background in debugging and troubleshooting complex technical issues.
Strong application programming experience, proficient in Java, Python, or JavaScript.
Deep understanding of software packaging, distribution concepts, and related tools.
Experience with cloud platforms (AWS, GCP, or Azure) and cloud-based architectures.
Strong problem-solving skills, capable of diagnosing and resolving complex technical challenges efficiently.
Excellent communication skills, with the ability to translate technical concepts for both technical and non-technical audiences.
Ability to work independently, drive initiatives, and contribute to process improvements.
Empathy + customer-centricity: You genuinely care about customers and strive to understand their needs, frustrations, and goals. You see customer success as your own success
Relentless curiosity + continuous learning: You are always eager to learn, improve, and challenge assumptions. You proactively seek knowledge and are never satisfied with the status quo.
Bias for Action + Ownership: You take initiative, move fast, and own problems end-to-end. You’re not afraid to roll up your sleeves, even when challenges are outside your comfort zone.
Collaboration + Candor: You value open, honest, and respectful communication. You give and receive feedback constructively and believe that the best ideas win, regardless of hierarchy.
Note: You must be based in the USA and have the right to work independently without requiring sponsorship.
A remote-first position based in the USA.
A competitive compensation package, including equity.
With comprehensive health, dental, and vision insurance.
Plus, generous annual leave and flexible working policies to suit your lifestyle.
Including a professional development budget for conferences and training.
In a dynamic, innovative, trust-centric, and supportive work environment.
With the opportunity to shape a fast-growing Series B startup (and beyond).
Regardless of your location, we deeply care about the health and wellness of our staff and their families; a sustainable pace is important to us. In addition to generous annual leave (PTO), we offer health and wellbeing benefits along with flexible family-friendly working policies.
You will have an enormous opportunity to learn new skills alongside your colleagues, and your continued professional development is essential to us because it's important to you. We will support you with budgets for equipment, training, books, conferences, travel, and certifications. The more powerful you become, the better for all of us.
Cloudsmith is headquartered in Belfast, Northern Ireland, and we use our H.Q. regularly for activities like team planning, meets and greets, and sometimes other group activities (like games!). We also hold all-hands offsites in Belfast (or otherwise) thrice yearly, with guest speakers and team activities. Most Cloudsmithers work remotely, close and far, so we rely on our online collaboration tools; Slack is how we work.
Cloudsmith is an equal-opportunity employer proud to nurture a diverse workplace that welcomes applications from individuals of all races, genders, and ethnic groups. We do not discriminate on age, religion, sexual orientation, citizenship status, military service, or health conditions. We will not tolerate discrimination of any kind within our workforce.
We're looking for someone who can balance deep technical expertise with profound customer empathy, has the experience to build a world-class technical support experience, and is fearless in rolling up their sleeves when needed. We're critical infrastructure by developers, for developers and we’re building the world's software supply chain platform and ecosystem. We want to hear from you if you're excited to work on mission-critical infrastructure with a lasting impact on the software industry from today until IPO and beyond.
