Technical Support Engineer - Remote Role with AutoRABIT

About the Role

AutoRABIT is seeking a Technical Support Engineer to join our team in a fully remote capacity. As a Technical Support Engineer remote position, you will support AutoRABIT development processes and tools, assisting our customers in 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 Technical Support Engineer remote, you will contribute to the adoption and success of AutoRABIT products. You will provide individualized service to our customers, guiding them in finding the right implementation and advocating the best ways to use our products. You will troubleshoot, investigate, and solve customer issues promptly, representing the customer voice in collaboration with our product, engineering, and Customer Success teams.

What You'll Do

• Act as the first contact point for new customer support requests.
• Drive technical issues to resolution, from qualification of customer concerns to conducting in-depth technical investigations, managing customer relationships throughout.
• Collaborate with Sales, Solution Consultants, Engineering, and Product Management to troubleshoot customer issues and improve overall customer experience.
• Be creative in finding solutions to enhance the customer experience and improve workflows.
• Maintain communication with clients on the status of all open requests, ensuring responses are professional and consistent.
• Work effectively across teams and assist a wide range of technical customers and team members globally.
• Adhere to AutoRABIT’s internal and customer contracted support SLAs.
• Exhibit excellent written and verbal communication skills in US English.

Requirements

• 2-3 years of previous technical customer support experience.
• Excellent customer service experience and communication skills.
• Attention to detail and the ability to learn technical concepts quickly.
• Desired experience with Salesforce and/or a DevOps pipeline (e.g., Git, SVN, CI tools like Jenkins, Azure DevOps).
• Experience with system-wide deployments, understanding that issues may arise from the network, server, or database.
• Investigation skills to understand problems in context and reproduce scenarios.
• Familiarity with working with logs is a plus.
• A Bachelor's degree in Computer Science, Engineering, or equivalent technical support experience.

Nice to Have

• Salesforce certification.

What We Offer

• Competitive salary ranging from $60,000 to $75,000 AUD annually.
• 100% remote work with a flexible schedule.
• Opportunities for professional development and learning.
• Supportive team environment with a focus on collaboration.
• 10% travel requirement for in-person meetings.