Customer Support Engineer

AutoRABIT Holding Inc.; United States; Remote; USD 50,000 - 70,000; Full time

Benefits offered by this job

100% remote

Job summary

AutoRABIT Holding Inc. is seeking a Customer Support Engineer to assist our customers in demanding development environments and learn new products quickly.

You will troubleshoot, guide implementation, and advocate best practices while representing the customer voice with product and engineering teams. Applicants should have 2-3 years of tech customer support, a BS in CS/Engineering, Salesforce familiarity a plus, US citizenship or permanent resident status, and willingness to work US hours

Qualifications

• Bachelor’s degree in computer science, engineering, or equivalent.
• 2–3 years of technical customer support experience.
• US citizen or permanent resident, eligible for security clearance if required.

Responsibilities

• Be the first point of contact for new customer support requests.
• Drive technical issues to resolution from qualification to in-depth investigation.
• Collaborate with Sales, Solution Consultants, Engineering and Product management to troubleshoot issues and improve customer experience.
• Be creative and find solutions to improve customer experience and processes.
• Maintain professional, complete, well-formatted communications with clients.
• Work well across teams and with a wide range of technical customers globally.
• Adhere to internal and contracted support SLAs.
• Provide excellent written and verbal US English communication.
• Support shifts may include EST to PST, weekends, and 24x7x365 coverage.
• Familiarize with logs and incident investigation.

Skills

Customer support

Technical troubleshooting

US English communication

Cross-functional collaboration

Education

Bachelor’s in Computer Science or Engineering

Tools

Salesforce

Git/SVN

CI pipelines

Job description

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 andsuccess. You will provide an individualized level of service to ourcustomers. 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 newcustomer supportrequests.

• 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 withSales, SolutionConsultants, Engineering and Product managementto 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.
  Desired Skills and Experience:

• 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 sometimesan 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.**