Technical Support Engineer, APAC

coderabbitBengaluru, Karnataka, India+ Equity1w ago

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Requirements

1. Bachelor's degree in Computer Science or related field.
2. At least 2 years in a technical support, software engineering, or customer-facing technical role.
3. Excellent written and verbal communication skills – you are able to work with a wide variety of geographically distributed customers and solve their problems.
4. Customer Obsession – you are passionate about delivering a high-quality customer experience and helping convert customers from trial users to paid users. You judge our own success by the success of the team and the happiness of our customers.
5. Strong understanding of software development principles, version control systems (particularly Git), and other developer tools.
6. Proficiency in at least one programming language.
7. Experience with code review processes and tools.
8. Excellent problem-solving skills with the ability to debug complex technical issues.
9. Ability to work independently and collaboratively in a fast-paced environment.
10. Experience with ticketing systems and CRM tools is a plus.
11. Ability to manage multiple priorities and adapt to changing requirements.
🤝 Collaborative Humans: Prioritizing collective intelligence
🚀 Fearless Innovators: Turning obstacles into growth opportunities
💪 Persistent, Passionate Developers: Thriving on complex, long-term challenges
🎯 Impact-Driven Creators: Crafting intuitive tools for developers
🧠 Rapid Learners and Un-learners: Adapting quickly in our fast-paced technological world

1. Work directly with our customers to troubleshoot, debug, reproduce and resolve complex technical issues.
2. Educate customers on the best product usage, ensuring they maximize the value out of it.
3. Setup Zoom calls with customers to resolve issues, improve their experience, and enhance product adoption.
4. Support the sales team in customer conversion and retention efforts.
5. Work with our developers to identify defects and opportunities for product improvement.
6. Improve the serviceability of the product by testing new features and developing tools to scale our deployments and auto-support infrastructure.
7. Provide an analysis of our existing customer base to avoid and minimize risks in the install base.
8. Define and inspire changes to our product with our development engineering team based on feedback from customers and partner implementations.
9. Develop and contribute to internal and external knowledge bases and drive continuous improvement in everything we do.
10. Provide support on weekdays and off-hours on an as-needed and scheduled rotational basis.
11. Be a champion for our customers. Go above and beyond to ensure customers are getting the most out of their investment in CodeRabbit.