Customer Support Engineer

About the Role:
AutoRABIT is looking for a Customer Support Engineer to support AutoRABIT development processes and tools, who will assist our customers in very demanding and complex development environments. You will be expected to learn new products and technologies quickly and constantly. In addition, you are expected to have top-notch troubleshooting, communication, and customer service skills.  

As a Support Engineer, you will contribute to AutoRABIT products adoption and success. You will provide an individualized level of service to our customers. You will guide them in finding the right implementation and advocate the best way to use our products. You will also troubleshoot, investigate and solve customer issues in a timely manner. In AutoRABIT, you will represent the customer voice in finding solutions with the assistance of our product, engineering and Customer Success teams.

Responsibilities:

• You will be the first contact point for new customer support requests. 

• Drive technical issues to resolution: from the qualification of customer concerns to conducting an in-depth technical investigation managing customer relationship all along the way. 

• Collaborate with Sales, Solution Consultants, Engineering and Product management to troubleshoot customer issues, and improve overall customer experience and make sure that our Service offering brings maximum value to our customers. 

• Be creative, find solutions to improving the customer experience and the way we work. 

• Maintain communications with clients on the status of all open requests. All responses should be professional, complete, well-formatted, and consistent with prior communications. 

• Works well across teams, and able to work with and assist with a wide range of technical customers/team members globally 

• Adhere to AutoRABIT’s internal and customer contracted support SLAs 

• Excellent written and verbal US English communication skills. 
• Candidates will be assigned to US-hours shifts (may range from EST to PST), may be required to work rotational, and weekend shifts to cover 24X7X365 Support.
• Responsible to adhere to set internal controls.

• Excellent Customer service experience and communication skills 

• Attention to detail  

• Understanding and ability to learn technical concepts quickly 

• 2-3years previous Technical customer support experience 

• Desired: Experience working with Salesforce and/or a DevOps pipeline: SCM (e.g. Git, SVN), IDE (e.g. Visual Studio, IntelliJ), CI (e.g. Jenkins Pipelines, Azure DevOps, BitBucket, GitLab) More than acronyms, these are the tools that our customers use and that our products integrate with.  

• Experience with system-wide deployments. Because sometimes an issue is not caused by the application itself, but by the network, the underlying server, the database, etc. 

• Works well across teams, and able to work with and assist with a wide range of technical customers/team members globally 

• Investigation skills to understand problems in their context and the ability to reproduce these scenarios. 

• Familiarity with working with logs is a plus

Education and Qualifications:

• Bachelor's in computer science, Engineering, or equivalent degree, or equivalent technical support experience 

• Any Salesforce certification is a plus 

• Must be a US citizen or permanent resident (Green Card holder), and capable of obtaining a US Government Security clearance if required 
  
  Location: US 
  
  Work Timings: On-call/weekend rotations, and occasional meetings in early mornings or Evenings to collaborate with global teams, may be required to off-shift to cover other US time zones
  
  Must be a US citizen/permanent resident, and capable of obtaining a Government Security clearance if required and live and work from the US. Green card holders qualify, but H1B or other work visa holders do not qualify for this role.
  
  The annual salary for this role is $50,000 - $70,000, depending on experience, plus possible overtime
  
  THIS IS A 100% REMOTE JOB, but requires 10% travel and an in-person component to the interview process.