Senior Technical Support Engineer

3 weeks ago

Council of the City of Sydney, Australia AutoRABIT Holding, Inc. Full time

About the Role

AutoRABIT is looking for a Senior Technical 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.

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 24×7×365 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.
- 2-3 years 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 live in and be eligible to work in Australia

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 time zones.

The annual salary for this role is $65,000 - $95,000 AUS depending on experience.

THIS IS A 100% REMOTE JOB, but requires 10% travel and an in‑person component to the interview process.

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