Customer Support Engineer

Summary

AutoRABIT provides development processes and tools for customers working in demanding and complex development environments. The Customer Support Engineer serves as the first point of contact for support requests, investigates and resolves technical issues, guides product adoption, and represents the customer voice while collaborating with Sales, Engineering, Product Management, 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 AutoRABITs internal and customer contracted support SLAs
• 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

Skills

• 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
• 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
• Bachelor's in computer science, Engineering, or equivalent degree, or equivalent technical support experience
• 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
• THIS IS A 100% REMOTE JOB, but requires 10% travel and an in-person component to the interview process
• 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
• Familiarity with working with logs is a plus
• Any Salesforce certification is a plus

Qualifications

Must Haves

• 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
• 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
• Bachelor's in computer science, Engineering, or equivalent degree, or equivalent technical support experience
• 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
• THIS IS A 100% REMOTE JOB, but requires 10% travel and an in-person component to the interview process

Nice to Haves

• 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
• Familiarity with working with logs is a plus
• Any Salesforce certification is a plus

Benefits

• Possible overtime
• 100% remote job
• 10% travel