AI
About the team
Support Engineering is part of Customer Engineering and Success at CircleCI. Our team works around the clock across North America, Asia Pacific, and Europe to deliver technical support for our product.
We build and manage AI agents that answer customer questions and solve technical problems. People step in when a problem needs deeper work. We share what we learn with Product and Engineering to make CircleCI better.
About the role
As a Support Engineer, you help our customers get back to building quickly. You will build and manage the AI agents that support CircleCI customers. You test how well the agents work, fix what they get wrong, and keep their knowledge current. You also solve hard customer problems that agents cannot yet solve.
What You'll Do
- Build and improve AI support agents. This includes their instructions, workflows, and the knowledge they use.
- Test agent answers for accuracy and clarity. Fix errors and record what you learn.
- Investigate customer problems that need a person. Use logs, code tools, and monitoring data to find the cause.
- Write and update help articles so customers and agents can find correct answers.
- Report bugs and incidents. During an incident, give customers clear and timely updates.
- Share customer feedback with Product and Engineering.
- Meet response targets on the cases you own.
- You describe what the product can and cannot do. We do not oversell.
- Join the on-call rotation.
What You'll Bring
- 2 or more years in technical product support or software engineering
- Hands-on use of AI tools at work. You