About CloudBees

CloudBees is the leading software delivery platform enabling enterprises to scale software delivery while ensuring security, compliance, and operational efficiency. We empower developers with fast, self-serve workflows across hybrid and heterogeneous environments, offering unmatched flexibility for cloud transformation.
As trusted partners in DevSecOps, CloudBees supports organizations using Jenkins on-premise, transitioning to the cloud, or accelerating their DevOps maturity to drive innovation and achieve their business goals.

Role Overview

The Manager, Development Support Engineering plays a vital leadership role in ensuring the success of CloudBees customers by managing a team of highly skilled Development Support Engineers (DSEs). This position is ideal for a proactive, customer-focused leader with strong technical expertise in DevOps technologies and a passion for building high-performing teams that deliver exceptional support.

You will oversee a team of individual contributors who serve as frontline technical experts for our customers, providing advanced troubleshooting, best practice guidance, and collaboration with engineering teams. As a Manager, you’ll drive team efficiency, foster professional growth, and contribute to initiatives that improve customer satisfaction and loyalty.

Key Responsibilities

Team Leadership and Development:

• Recruit, onboard, and manage a team of Development Support Engineers (DSEs).
• Foster a culture of collaboration, learning, and continuous improvement.
• Provide coaching, mentorship, and career development opportunities for team members.
• Conduct regular performance reviews, set clear goals, and align individual contributions with department objectives.

Operational Excellence:

• Oversee daily operations, ensuring timely and effective resolution of customer issues.
• Monitor team performance metrics (e.g., response times, resolution rates, CSAT) and drive continuous improvements.
• Collaborate with Engineering, Product, and DevOps teams to streamline issue escalation and resolution processes.
• Identify and implement strategies to improve internal tools, diagnostics, and automation capabilities.

Customer Advocacy:

• Serve as a customer advocate within CloudBees, ensuring customer feedback is captured and relayed to relevant teams.
• Partner with customer-facing teams to align support efforts with broader customer success initiatives.
• Promote knowledge sharing through documentation, training materials, and public-facing resources.

Strategic Contributions:

• Align team goals with CloudBees’ mission to drive DevSecOps transformation for customers.
• Identify trends and insights from support interactions to help improve product experiences.
• Contribute to cross-functional planning and support strategy discussions.

Qualifications

Must-Have:

• 5+ years of experience in technical support, engineering, or a related role, with at least 3 years in a leadership or managerial position.
• 3+ years of experience with Case Management systems like Zendesk, Salesforce, JSM, or equivalent.
• Familiarity with tools like Jira, Google Workspace, Confluence, GitHub, PagerDuty, or equivalent.
• Willing to participate in the on-call rotation within the Support organization.
• Commitment to improving support processes and operational efficiencies.
• Familiarity with DevOps tools and concepts, including Kubernetes, Docker, and CI/CD pipelines.
• Strong problem-solving and communication skills, with fluency in English (written and verbal).
• Solid background in Linux system administration and troubleshooting.

Nice-to-Have:

• Background in Java development.
• Familiarity with AI tools is a plus.
• Experience with enterprise technologies such as LDAP, databases, and REST APIs.
• Expertise in cloud platforms like AWS, GCP, or Azure.
• Relevant certifications (e.g., Kubernetes, cloud platforms, DevOps tools).
• Contributions to open-source projects or the Jenkins community.
• Hands-on experience with Jenkins (administration, job development, troubleshooting builds).

Why Join CloudBees? 

• Generous PTO to recharge and spend time with loved ones.
• A culture of inclusivity, innovation, and global diversity.
• Opportunities to work with cutting-edge technologies and contribute to DevSecOps transformation.
• Collaborative environment with ample opportunities for growth and skill development.

CloudBees Commitment to Diversity:

We believe diversity drives innovation and enables us to serve our global customers better. We are committed to fostering a workplace that reflects the diversity of the Jenkins community and the customers we support.

Join us and help shape the future of DevSecOps!