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 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:
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 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.
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 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 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.
Top Skills
What We Do
AutoRABIT provides DevSecOps tools built specifically for Salesforce developers to increase release velocity, produce consistently high-quality code, and enhance data security. Flexible hosting options such as self-hosted servers along with public and private clouds offer solutions tailored to your specific needs. Automation is key to optimizing Salesforce DevSecOps efforts. AutoRABIT’s offerings provide end-to-end coverage for your development pipeline: • CI/CD • Static Code Analysis • Data Backup & Recovery • Automated Release Management • Data Loader Pro • Version Control • Sandbox Management • Test Automation • Metadata Mastery AutoRABIT is the only DevSecOps provider that allows you to work off the Salesforce platform, protecting you from outages and vulnerabilities experienced by those working directly within Salesforce. Speed doesn’t need to come at the cost of quality and security. CodeScan provides immediate and continuous visibility into code health from the moment it’s written through production. Vault Data Backup & Recovery automates backup snapshots and quickly restores data should a loss event occur. AutoRABIT’s scalable and flexible solutions work with your existing toolset to optimize your Salesforce software development processes.
