Junior Technical Support Engineer

Job Description

**About AutoRABIT:**

AutoRABIT is a hyper-growth SaaS software company and the leading provider of Salesforce DevSecOps platform for regulated industries such financial institutions, insurance, and healthcare. AutoRABIT solutions enable developers to automate their daily tasks to be more productive and increase the release velocity for their development team, while meeting the stringent security, compliance, and privacy regulations.

**About the role:**
AutoRABIT is looking for a 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.

As a Support engineer, you will contribute to AutoRABIT products adoption and success. You will provide an individualized level of service to our customers. You will guide them in finding the right implementation and advocate the best way to use our products. You will also troubleshoot, investigate and solve customer issues in a timely manner. In AutoRABIT, you will represent the customer voice in finding solutions with the assistance of our product, engineering and Custoemr Success teams.

**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.
* 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 24X7X365 Support.

**Required Skills and Experience:*** Excellent Customer service experience and communication skills
* Attention to detail and ability to follow processes
* Works well across teams, and able to work with and assist with a wide range of technical customers/team members globally
* Understanding and ability to learn technical concepts quickly
* Desired: Experience working with Salesforce, Technology or a DevOps Investigation skills to understand problems in their context and the ability to reproduce these scenarios.

**Education and Background:*** Bachelor’s in computer science, Engineering, or equivalent degree
* Any technical certification is a plus
* **Must be a US citizen/permanent resident, and capable of obtaining a Government Security clearance if required and live and work from the US. Green card holders qualify, but H1B or other work visa holders do not qualify for this role.**

**Salary range for this role is $16.83 – $21.63 per hour, non-exempt**

**THIS IS A 100% REMOTE JOB**

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