Senior Customer Support Engineer

AutoRABIT Profile 

AutoRABIT is the leader in DevSecOps for SaaS platforms such as Salesforce. Its unique metadata-aware capability makes Release Management, Version Control, and Backup & Recovery complete, reliable, and effective. AutoRABIT’s highly scalable framework covers the entire DevSecOps cycle, which makes it the favourite platform for companies, especially large ones who require enterprise strength and robustness in their deployment environment. AutoRABIT increases the productivity and confidence of developers which makes it a critical tool for development teams, especially large ones with complex applications. AutoRABIT has institutional funding and is well positioned for growth. Headquartered in the CA, USA and with customers worldwide, AutoRABIT is a place for bringing your creativity to the most demanding SaaS marketplace.

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. 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.

Role: L2 Support Engineer

Roles & 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 AutoRABIT's internal and customer contracted support SLAs
• Excellent written and verbal US English communication skills.
• Candidates will be assigned to shifts (may range from APAC,UK,EST to PST), will be required to work rotational shifts and rotational week-offs to cover 24X7X365 Support.
• Responsible to 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 Admin 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.
• 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

• Bachelor's in computer science, Engineering, or equivalent degree, or equivalent technical support experience
• Any Salesforce Admin certification is a plus 

Location: Hyderabad, Hybrid - 3 Days from Office

Work Timings:  Rotational Shifts & Rotational Week-Off

Experience: 
3 to 4 years of experience

Compensation: 8 - 10 LPA

Website: www.autorabit.com