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Support Engineer

Build tools for the best
software teams in the world.

About The Role

The Support Engineer is responsible for and works to resolve questions and UNBLOCK customers with any issues they may be facing, both reactively and proactively. The role reports to the VP of Support and is part of a team that is responsible for delivering a world-class customer support experience. 

This includes things like:

  • Be an advocate for the customer

  • Keep an eye on the various support channels and engage customers when they have questions.

  • Troubleshooting and isolating customer issues to resolve them

  • Ensure that the other people on support know what they are working on

  • Raise questions with the engineering teams when they need escalations or create posts around issues to raise awareness

  • Create bug reports when users report bug-like things

  • Ensure they handoff any inflight customer questions when they have finished for the day

  • Participate in things like planning and retros

  • Develop, maintain and review support things like:

    • Plugins

    • Tooling

  • Identify and raise any documentation changes that would benefit the customer 


  • Be an advocate for the customer

  • Keep our support first response times by constantly monitoring the various support channels to engage customers when they have questions (via email, Slack and Discourse, Twitter and Stack Overflow).

  • Troubleshooting and isolating customer issues to resolve them.

  • Identifying recurring themes that customers are running into so we can communicate them clearly to the rest of the company.

  • Don't be afraid to speak up and escalate to the engineering team when needed or create posts around issues to raise awareness.

  • Investigate, replicate and create bug reports when users report bug-like things.

  • Ensure handoff of any inflight customer questions when you are finished for the day.

  • Participate with team members in planning and retros.

  • Be a pro at async communication as we are a distributed team.

  • Be able to context switch and triage work on the fly, you never know what type of question will come in next.

  • Develop, maintain and review our open-source tools in various languages:

    • Plugins in Bash

    • Tooling in Golang and Bash

  • Submit any documentation changes that would benefit the customer 

Skills and Experience

  • Be a people person and have patience and empathy.

  • Being able to code: this is not only essential to be able to support our customers but also to turn around proactive support solutions, leading to more customer self-service and happiness. In support, that means Bash scripting for our Plugins and Golang for our other tooling. 

  • If you have Ruby and Rails experience that would also be a bonus!

  • Passionate about customers and the customer experience.

  • Strong understanding and experience with the tech stacks that our customers use such as Buildkite and other CI/CD, test tools, Linux, AWS, GCP, Azure, Terraform, Kubernetes, etc.

  • Strong problem-solving and troubleshooting skills.

  • The ability to work autonomously.

  • Excellent written and verbal communication skills.

  • Ability to work and collaborate with remote cross-functional teams.

  • Thrive in a fast-paced, results-oriented, hands-on environment.

  • Enjoy a dynamic & collaborative startup environment, and are comfortable with ambiguity.

  • Able to adapt quickly to changing priorities and evolving customer needs.

$130,000 - $150,000 AUD

$140,000 - $165,000 NZD

TimezoneAustralia and New Zealand Timezones
Role TypePermanent

You'll work closely with:

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Jason Jacob
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Jarryd Tilbrook
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Jeremy Bumsted
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Suma Naidu

About Us

We build tools to help the best software teams stay happy and productive. We’ve rethought how CI/CD should work and have built a platform that is fast, reliable, secure, and is able to scale to the needs of the most demanding high-growth tech companies including Shopify, Pinterest, Wayfair, Cruise, PagerDuty, Culture Amp, and Canva.

Buildkite is a differently shaped company that values work-life balance and supports staff to work the ways that make sense for them. From the beginning, our goal has been to build a company that is people-centered, supportive and just a little bit weird 💚

To Apply

We have some details at this link which you can fill in. You don’t need to complete every section, just send through any link or document you’re proud of that helps us understand your skillset. This doesn’t have to be a resume, but it can be. There’s also a section to write some words about yourself and why this role interests you if you like.

If you have any questions or if you’d like to find out more about working at Buildkite, please email

Why Apply?

Small team, global impact

We believe small companies are beautiful, and that small teams can achieve big things. This makes everyone on the team an important part of Buildkite.

Flexible work hours

We don’t keep set office hours, so you can shift your hours around life’s commitments and non-work activities. Take time out of work for exercise, family or whatever life throws at you.

Support and growth

In a small but growing company, you’ll have the opportunity to work on a wide range of projects, and ship work that helps customers.

Work from anywhere

We’re a globally distributed company, and all our work happens remotely. Work from your home office, a co-working space, or your local cat café.


Learning & development

Invest in your personal and professional development with a yearly budget to spend on travel, conferences, workshops, courses, and books.

Health cover

We’ll make sure that you and your family have access to comprehensive health and hospital cover, no matter which country you live in.

Parental leave

Take time out to set up a new family, with 6 months of paid leave if you’re the primary carer, and 3 months if you’re secondary. You can use it flexibly, change between primary and secondary, and take the same leave for a still birth. We also keep paying super/401k for 6 months if you take unpaid leave.

Home office & coworking

Set yourself up with a great work environment, either at home or in a co-working space, with a budget for a desk and chair, and a new computer and phone every 24 months. We’ll also cover the cost of plants, art, or anything else you need to set yourself up with a beautiful and productive work environment.

Wellness & paid time off

Take care of your health and wellbeing away from the screen, with 6 weeks of paid leave per year, the ability to take time out of work for fitness, and a yearly budget to spend on things like yoga, climbing, personal training, or a day at the zoo.

Profit share & ownership

Share in the company’s success, and have a stake in what you’re helping to build. Everyone on the team receives a percentage share of the company profits each quarter, and an equity stake through our employee share program.

Working at Buildkite has given me the freedom to grow and flourish in all aspects of my life, personally and professionally. I’m proud to be a part of such a passionate and supportive team.
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Some of the team on a Zoom video call.

Other Open Positions

Get in touch

If you’ve got any questions or issues with the application process, please let us know.