Customer Support Engineer

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

First contact point for new customer support requests; Drive technical issues to resolution: from 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, improve overall customer experience, and make sure that the Service offering brings maximum value to 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, with professional, complete, well-formatted, and consistent responses; Work well across teams and assist with a wide range of technical customers/team members globally; Adhere to AutoRABIT's internal and customer contracted support SLAs; Responsible to adhere to set internal controls

Requirements

Top-notch troubleshooting, communication, and customer service skills; Ability to learn new products and technologies quickly and constantly; Excellent written and verbal US English communication skills; 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; Live and work from the US; Availability for US-hours shifts (EST to PST), rotational and weekend shifts, and on-call/weekend rotations; 10% travel required

Nice to have

Excellent customer service experience and communication skills; Attention to detail; Understanding and ability to learn technical concepts quickly; 2-3 years previous Technical customer support experience; Experience working with Salesforce and/or a DevOps pipeline: SCM (Git, SVN), IDE (Visual Studio, IntelliJ), CI (Jenkins Pipelines, Azure DevOps, BitBucket, GitLab); Experience with system-wide deployments; 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 context and ability to reproduce these scenarios; Familiarity with working with logs; Any Salesforce certification

Benefits

Possible overtime