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About the Role
AutoRABIT is seeking a Customer Support Engineer to assist customers in complex development environments, supporting AutoRABIT development processes and tools. This role requires quick learning of new products and technologies, along with excellent troubleshooting, communication, and customer service skills. The Support Engineer will drive product adoption and success by providing individualized service, guiding implementation, advocating best practices, and troubleshooting customer issues. You will act as the customer's voice, collaborating with product, engineering, and Customer Success teams to find solutions.
Responsibilities
- Serve as the primary contact for new customer support requests.
- Manage technical issues from qualification to resolution, including in-depth investigation and customer relationship management.
- Collaborate with Sales, Solution Consultants, Engineering, and Product Management to resolve customer 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).
- Possess excellent written and verbal US English communication skills.
- Be available for US-hours shifts, including rotational, weekend, and potentially 24x7x365 coverage.
- Adhere to set internal controls.
Requirements
- 2-3 years of previous Technical Customer Support experience.
- Experience with system-wide deployments, considering network, server, and database factors.
- Strong investigation skills to understand problems in context and reproduce scenarios.
- 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
- Excellent customer service experience
- Excellent communication skills
- Attention to detail
- Ability to learn technical concepts quickly
- Experience working with Salesforce
- Experience with DevOps pipeline tools (SCM, IDE, CI)
- Familiarity with working with logs
Location
- US
Work Type
- 100% Remote
- On-call/weekend rotations
- Occasional meetings in early mornings or evenings
- May be required to off-shift to cover other US time zones
Experience Level
- 2-3 years previous Technical customer support experience
Education Level
- Bachelor's in Computer Science, Engineering, or equivalent degree
- Equivalent technical support experience
- Any Salesforce certification is a plus
Salary/Compensations
- $50,000 - $70,000
- Plus possible overtime
About the Company
- AutoRABIT develops development processes and tools.