Technical Support Engineer - Australia

Key Responsibilities

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

Qualifications

• Bachelor's degree in Computer Science or related field.
• At least 2 years in a technical support, software engineering, or customer-facing technical role.
• Excellent written and verbal communication skills; you are able to work with a wide variety of geographically distributed customers and solve their problems.
• 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.
• Strong understanding of software development principles, version control systems (particularly Git), and other developer tools.
• Proficiency in at least one programming language.
• Experience with code review processes and tools.
• Excellent problem-solving skills with the ability to debug complex technical issues.
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience with ticketing systems and CRM tools is a plus.
• Ability to manage multiple priorities and adapt to changing requirements.