CircleCI · 21 hours ago
Manager, Support Engineering
United States
Full-time
Remote
Mid, Senior Level
$133K/yr - $166K/yr
5+ years expCircleCI is the world’s largest continuous integration/continuous delivery (CI/CD) platform, and they are seeking a Manager of Support Engineering to lead a distributed team of Support Engineers. This role focuses on delivering exceptional customer experiences through automation and AI-driven support capabilities while managing a team that resolves complex technical issues for developers and engineering leaders.
DeliveryDelivery ServiceDeveloper ToolsPaaSProductivity ToolsSaaSSoftware
Responsibilities
Lead and mentor a regional team of 6-8 Support Engineers across multiple time zones
Coach team members on both technical problem-solving and modern support methodologies
Develop career paths that emphasize AI-assisted troubleshooting and automation skills
Foster a culture of continuous learning in emerging support technologies
Implement and optimize AI-powered ticket routing, response suggestions, and resolution acceleration
Build automated workflows for common technical issues and customer onboarding
Leverage machine learning insights to predict and prevent customer issues
Develop knowledge bases and self-service tools powered by AI content generation
Design differentiated support experiences for Growth vs. High Touch Enterprise segments
Establish SLAs, escalation paths, and communication cadences tailored to each segment
Implement proactive support strategies for Enterprise accounts using predictive analytics
Balance automation efficiency for Growth customers with white-glove service for Enterprise
Drive regional process improvements using automation and AI-assisted decision making
Establish KPIs that measure both efficiency gains and customer satisfaction across segments
Implement voice-of-customer programs that feed AI training and product development
Partner with Product and Engineering teams on AI-driven product improvements
Work with Customer Success to ensure seamless Growth-to-Enterprise customer transitions
Collaborate with Sales Engineering on Enterprise pre-sales technical validation
Represent regional customer needs and AI/automation opportunities to global leadership
Drive adoption of new support technologies across the regional team
Qualification
Required
5+ years managing technical support teams of 5+ engineers in SaaS/DevTools environments
Proven track record scaling support operations through automation and process innovation
Experience with customer segmentation strategies and differentiated service delivery models
Hands-on experience implementing AI/ML solutions in customer support environments
Proficiency with support automation tools, chatbots, and workflow orchestration platforms
Strong understanding of modern support technologies: AI-powered knowledge bases, sentiment analysis, predictive routing
Experience with support analytics and business intelligence tools
Direct experience in technical support roles solving complex infrastructure and development issues
Ability to translate technical problems into business impact and solutions
Experience managing both high-volume Growth and strategic Enterprise customer relationships
Strong analytical mindset with experience using data to drive support strategy
Excellent communication skills for both technical and executive audiences
Ability to balance automation efficiency with personalized customer experiences
Experience with change management in implementing new technologies and processes
Preferred
CI/CD pipeline troubleshooting and optimization
Container orchestration (Docker, Kubernetes) and cloud platforms (AWS, GCP, Azure)
Infrastructure as Code and configuration management tools
Scripting languages (Python, Bash, PowerShell) for support automation
API integration and webhook development for support workflows
Git workflows and version control best practices
Experience with AI support platforms (Intercom Resolution Bot, Zendesk Answer Bot, custom LLM implementations)
Support ticketing systems with advanced automation capabilities
Customer data platforms and support analytics tools
Company
CircleCI
CircleCI is a continuous integration and delivery platform that automates development workflows and IT operations.
201-500 employees
H1B Sponsorship
CircleCI has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (3)
2023 (2)
2022 (6)
2021 (5)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$315MKey Investors
Greenspring AssociatesIVPBlue Owl Capital Corporation
2021-05-11Series F· $100M
2020-04-07Series E· $100M
2019-07-23Series D· $56M
Leadership Team
Jim Rose
CEO
Rob Zuber
CTO
Recent News
2025-10-10
2025-07-31
Company data provided by crunchbase