Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

AutoRABIT is seeking a Customer Support Engineer to assist customers in complex development environments, supporting AutoRABIT development processes and tools. The role requires quick learning of new technologies, strong troubleshooting, communication, and customer service skills. You will contribute to product adoption and success by providing individualized service, guiding implementation, advocating best practices, and troubleshooting issues.

Responsibilities

Serve as the first point of contact for new customer support requests.
Drive technical issues to resolution, from qualification to in-depth investigation, managing customer relationships throughout.
Collaborate with Sales, Solution Consultants, Engineering, and Product Management to troubleshoot issues and enhance customer experience.
Propose creative solutions to improve customer experience and internal processes.
Maintain professional and consistent communication with clients regarding the status of open requests.
Work effectively across global teams with diverse technical customers and team members.
Adhere to AutoRABIT's internal and customer-contracted support Service Level Agreements (SLAs).
Work US-hours shifts (EST to PST), potentially including rotational and weekend shifts for 24x7x365 support.
Adhere to set internal controls.

Requirements

Excellent customer service and communication skills.
Attention to detail.
Ability to understand and quickly learn technical concepts.
2-3 years of previous technical customer support experience.
Experience working with Salesforce and/or a DevOps pipeline (SCM, IDE, CI tools like Git, Jenkins, Azure DevOps, BitBucket, GitLab).
Experience with system-wide deployments, including network, server, and database troubleshooting.
Ability to work well across teams and assist a wide range of technical customers/team members globally.
Investigation skills to understand problems in context and reproduce scenarios.
Familiarity with working with logs is a plus.
Must be a US citizen or permanent resident (Green Card holder).
Must be capable of obtaining a US Government Security clearance if required.
Must live and work from the US.
H1B or other work visa holders do not qualify.

Skills

Troubleshooting
Communication
Customer Service
Technical Support
Salesforce
DevOps
SCM (Git, SVN)
IDE (Visual Studio, IntelliJ)
CI (Jenkins Pipelines, Azure DevOps, BitBucket, GitLab)
System-wide deployments
Log analysis

Location

Work Type

100% Remote
On-call/weekend rotations
Occasional meetings in early mornings or evenings
10% travel required
In-person interview component

Experience Level

2-3 years previous Technical customer support experience

Education Level

Bachelor's in computer science, Engineering, or equivalent degree, or equivalent technical support experience
Salesforce certification is a plus

Salary/Compensations

$50,000 - $70,000
Plus possible overtime

About the Company

AutoRABIT develops development processes and tools.