Senior Customer Support Engineer

AutoRABIT; Hyderabad; Hybrid; INR 800,000 - 1,000,000; Full time

Job summary

AutoRABIT in Hyderabad is seeking a Customer Support Engineer to assist in complex development environments. The ideal candidate must have 3+ years of technical support experience, particularly with Salesforce and DevOps tools.

This role involves resolving customer issues, collaborating with teams to enhance the overall experience, and providing 24/7 support through strategic shifts.

Exceptional communication skills in English and attention to detail are essential for this hybrid position.

Qualifications

• 3+ years technical customer support experience.
• Familiarity with Salesforce and DevOps tools.
• Excellent written and verbal english communication skills.

Responsibilities

• Serve as the first contact point for customer support requests.
• Resolve technical issues and manage customer relationships.
• Collaborate with various teams to enhance customer experience.
• Communicate with clients on the status of requests.
• Work rotational shifts to provide 24/7 support.

Skills

Customer service experience

Communication skills

Attention to detail

Technical concept learning

Salesforce experience

DevOps pipeline tools knowledge

System deployment awareness

Team collaboration

Investigation skills

Log analysis

Education

Bachelor’s in computer science or equivalent

Tools

Salesforce

Git

Jenkins

Azure DevOps

Job description

AutoRABIT is the leader in DevSecOps for SaaS platforms such as Salesforce. Its unique metadata‑aware capability makes release management, version control, and backup & recover complete, reliable, and effective. AutoRABIT’s highly scalable framework covers the entire DevSecOps cycle, making it the favorite platform for companies that require enterprise strength in their deployment environment. AutoRABIT increases the productivity and confidence of developers, especially large teams with complex applications. The company has institutional funding, is headquartered in California, USA, and serves customers worldwide.

Job 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. The role requires rapid learning of new products and technologies, top‑notch troubleshooting, communication, and customer service skills.

Roles & Responsibilities

• You will be the first contact point for new customer support requests.
• Drive technical issues to resolution: from qualification of customer concerns to in‑depth technical investigation, managing customer relationships along the way.
• Collaborate with Sales, Solution Consultants, Engineering and Product Management to troubleshoot customer issues, improve overall customer experience and ensure the service offering brings maximum value to customers.
• Be creative and find solutions to improve 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.
• Work well across teams and assist a wide range of technical customers/team members globally.
• Adhere to AutoRABIT’s internal and customer‑contracted support SLAs.
• Exhibit excellent written and verbal US English communication skills.
• Be assigned to shifts (APAC, UK, EST to PST) and work rotational shifts and rotational week‑offs to cover 24×7×365 support.
• Adhere to set internal controls.

Experience and Desired Skills

• Excellent customer service experience and communication skills.
• Attention to detail.
• Understanding and ability to learn technical concepts quickly.
• 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); these are the tools our customers use and that our products integrate with.
• Experience with system‑wide deployments; awareness that issues may stem from network, underlying server, or database.
• Works well across teams and assists a wide range of technical customers/team members globally.
• Investigation skills to understand problems in context and the ability to reproduce these scenarios.
• Familiarity with working with logs is a plus.

Education

• Bachelor’s in computer science, engineering, or equivalent degree, or equivalent technical support experience.
• Any Salesforce certification is a plus.

Location

Hyderabad, Hybrid - 3 Days from Office

Work Timings

Rotational shifts and rotational week‑offs to cover 24 × 7 × 365 support.

Experience

3 to 4 years of experience.

Compensation

8 – 10 LPA.

Website

www.autorabit.com