Technical Support Engineer - Apac

Coderabbit; Canberra; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Equity

Benefits

Job summary

CodeRabbit in Canberra seeks a Product Advocate to bridge AI-powered code-review tools with developers. You will troubleshoot complex issues, educate customers, and drive product adoption through direct engagement and collaboration with sales and engineering teams.

Ideal candidates possess strong communication, problem-solving skills, and experience with code reviews. Flexible on-site work in Canberra with opportunities to shape AI-assisted development workflows.

Qualifications

• Bachelor's degree in Computer Science or related field.
• 2+ years in a technical support, software engineering, or customer-facing technical role.
• Excellent written and verbal communication skills – you can work with geographically distributed customers and solve problems.
• Customer obsession – delivering a high-quality customer experience and converting trial users to paid users.
• Strong understanding of software development principles, version control (Git), and other developer tools.
• Proficiency in at least one programming language.
• Experience with code review processes and tools.
• Excellent problem-solving skills to debug complex issues.
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience with ticketing systems and CRM tools is a plus.
• Ability to manage multiple priorities and adapt to changing requirements.

Responsibilities

• Troubleshoot, debug, reproduce and resolve complex technical issues with customers.
• Educate customers on best product usage to maximize value.
• Schedule Zoom calls with customers to resolve issues and improve adoption.
• Support sales in customer conversion and retention.
• Work with developers to identify defects and opportunities for improvement.
• Test new features and develop tools to scale deployments and auto-support.
• Analyze the customer base to identify risks in the install base.
• Define product changes with the development team based on feedback.
• Develop and contribute to knowledge bases for internal and external use.
• Provide support on weekdays and during scheduled rotations.
• Champion customers to ensure maximum return on investment.

Skills

Customer focus

Communication skills

Problem solving

Independent worker

Team collaboration

Education

Bachelor's degree in CS or related field

Tools

Git

CRM tools

Ticketing systems

Job description

Job Description

About CodeRabbit

CodeRabbit is an innovative research and development company focused on building extraordinarily productive human-machine collaboration systems. Our primary goal is to create the next generation of Gen AI-driven code reviewers: a symbiotic partnership between humans and advanced algorithms that significantly outperforms individual engineers. We combine language models with human ingenuity to push the boundaries of software development efficiency and quality.

Role Overview

At CodeRabbit, we're seeking exceptional problem-solvers who thrive on untangling complex technical challenges and have a passion for helping customers to get the most from our AI-powered code review tool. As a Product Advocate, you'll be the bridge between cutting-edge AI technology and the developers who rely on it, providing expert guidance through support channels and real-time communication platforms, advocating for the product!

You'll tackle the kinds of questions that don't have obvious answers - from intricate edge cases in our AI's code reviews to helping teams optimize their review workflows. We're looking for someone who can not only resolve these challenges but also help establish the gold standard for what a master product advocacy looks like in the emerging field of AI-assisted development.

Your insights from the front lines will be invaluable in shaping our product's evolution. By gathering real-world feedback and patterns from developer interactions, you'll help us refine product, streamline the code review experience.

Key Responsibilities

• Work directly with our customers to troubleshoot, debug, reproduce and resolve complex technical issues.
• Educate customers on the best product usage, ensuring they maximize the value out of it.
• Setup Zoom calls with customers to resolve issues, improve their experience, and enhance product adoption.
• Support the sales team in customer conversion and retention efforts.
• Work with our developers to identify defects and opportunities for product improvement.
• Improve the serviceability of the product by testing new features and developing tools to scale our deployments and auto-support infrastructure.
• Provide an analysis of our existing customer base to avoid and minimize risks in the install base.
• Define and inspire changes to our product with our development engineering team based on feedback from customers and partner implementations.
• Develop and contribute to internal and external knowledge bases and drive continuous improvement in everything we do.
• Provide support on weekdays and off-hours on an as-needed and scheduled rotational basis.
• Be a champion for our customers. Go above and beyond to ensure customers are getting the most out of their investment in CodeRabbit.

Qualifications

• Bachelor's degree in Computer Science or related field.
• At least 2 years in a technical support, software engineering, or customer-facing technical role.
• Excellent written and verbal communication skills – you are able to work with a wide variety of geographically distributed customers and solve their problems.
• Customer Obsession – you are passionate about delivering a high-quality customer experience and helping convert customers from trial users to paid users. You judge our own success by the success of the team and the happiness of our customers.
• Strong understanding of software development principles, version control systems (particularly Git), and other developer tools.
• Proficiency in at least one programming language.
• Experience with code review processes and tools.
• Excellent problem-solving skills with the ability to debug complex technical issues.
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience with ticketing systems and CRM tools is a plus.
• Ability to manage multiple priorities and adapt to changing requirements.

Our Values

• Collaborative Humans: Prioritizing collective intelligence
• Fearless Innovators: Turning obstacles into growth opportunities
• Persistent, Passionate Developers: Thriving on complex, long-term challenges
• Impact-Driven Creators: Crafting intuitive tools for developers
• Rapid Learners and Un-learners: Adapting quickly in our fast-paced technological world

What We Offer

• Work on cutting-edge technology with real-world impact
• Collaborative and innovative environment
• Competitive salary, equity, and benefits
• Professional development opportunities

CodeRabbit is an equal opportunity employer, committed to diversity and inclusion.