TL;DR: We’re looking for a Senior Support Engineer to deliver outstanding technical support, drive product improvements, and help shape the future of how developers secure and deliver software at scale.

About Cloudsmith

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.

The Role

As a Senior Support Engineer reporting to the Head of Customer Support, you will work hands-on with our global customers to solve complex technical problems and optimize their experience using Cloudsmith. You’ll also help shape our support processes, build useful tooling and integrations, and advocate for product improvements based on real-world customer insights.

Key Responsibilities

Technical Support + Leadership

• Guide customers through advanced technical troubleshooting and issue resolution
• Mentor and support junior support engineers to grow team effectiveness

Problem Solving

• Reproduce and analyze complex issues to identify root causes
• Collaborate closely with customers to find effective workarounds and solutions

Process Optimization

• Improve workflows, automation, and escalation processes
• Help scale support operations as the company grows

Documentation + Enablement

• Write clear technical documentation, FAQs, and runbooks
• Maintain and improve our public knowledge base

Software Expertise

• Build and maintain third-party integrations (e.g. GitHub Actions, Terraform)
• Extend our platform capabilities via API, CLI, and Webhooks

Customer Advocacy + Product Influence

• Capture and relay technical feedback to engineering and product teams
• Influence product direction to improve reliability and usability

Incident Management

• Lead support efforts during critical incidents
• Participate in the on-call rotation to support a global customer base

CI/CD + Package Management Guidance

• Advise customers on integrating Cloudsmith into CI/CD pipelines
• Support best practices for secure software delivery

Required Experience, Qualities & Skills

Technical Expertise

• 5+ years in Technical Support, DevOps, or related field
• Strong programming skills in Java, Python, or JavaScript
• Experience debugging and maintaining production systems

Domain Knowledge

• Deep understanding of software packaging and distribution tools
• Familiarity with cloud platforms like AWS, Azure, or GCP
• Solid grasp of CI/CD practices, source control, and automation

Communication + Collaboration

• Excellent communicator, capable of working with both technical and non-technical users
• Self-starter with strong ownership and problem-solving skills

Work Style

• Comfortable working independently or as part of a team; mentoring junior members of the team, and leading critical issue resolution
• Willing to work flexible hours across multiple time zones

Impact & Opportunity

You’ll be a critical part of our growing Support Engineering team. Your work will directly impact how customers ship secure software and integrate Cloudsmith into their daily workflows. From startups to Fortune 500 customers, your work will directly impact how organizations secure their software supply chains.

Growth & Development

Health and Wellness

Regardless of your location, we deeply care about our staff's and their families' health and wellness; a sustainable pace is essential. In addition to generous annual leave (PTO), we offer parental leave and health benefits to cover you and your dependents up to 100%. We also offer flexible, family-friendly working policies.

Personal Growth

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.

Hybrid / Remote First

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.

About Equal Opportunity

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.

The Final Word

We're critical infrastructure by developers / for developers and building the world's software supply chain platform and ecosystem. You’re someone who takes initiative, digs into problems, and wants to make an impact. If you’re excited to support developers, shape the future of software delivery, and work with a world-class team - we want to hear from you.