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Technical Support Engineer

AutoRABIT Holding Inc.
Contract type
Ongoing
Work mode
Remote · Australia
Experience
Mid-level · 2+ years

Job description

Technical Support Engineer supporting AutoRABIT development processes and tools, assisting customers in demanding and complex development environments. The role is the first contact point for customer support requests and drives technical issues to resolution.

At a glance

Employment
Full-time · Employee (employment agreement)
Work mode
Remote · Australia
Languages
English – fluent
Pay
AUD 60,000 – 75,000 / year

What you'll do

  • 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 the customer relationship all along the way
  • Collaborate with Sales, Solution Consultants, Engineering and Product management to troubleshoot customer issues, improve overall customer experience and make sure the service offering brings maximum value to 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, with professional, complete, well-formatted responses consistent with prior communications
  • Adhere to AutoRABIT's internal and customer contracted support SLAs
  • Work US-hours shifts (may range from EST to PST), possibly rotational and weekend shifts to cover 24X7X365 support
  • Adhere to set internal controls

What we're looking for

  • Excellent customer service experience and communication skills
  • Attention to detail
  • Understanding and ability to learn technical concepts quickly
  • 2-3 years previous Technical customer support experience
  • Experience with system-wide deployments, since issues may be caused by the network, underlying server, 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
  • Excellent written and verbal US English communication skills
  • Bachelor's in computer science, Engineering, or equivalent degree, or equivalent technical support experience
  • Must live in and be eligible to work in Australia

Nice to have

  • 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)
  • Familiarity with working with logs
  • Any Salesforce certification

How to get hired

  1. 1In-person component to the interview process

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