Minimum 2 years in technical support or software engineering
Strong communication skills in English
Passionate about delivering high customer satisfaction
Experience with ticketing and customer support systems
Ability to solve complex technical problems
Responsibilities
Troubleshoot and resolve technical issues for customers
Educate customers on product usage for maximum value
Conduct Zoom calls to enhance customer experience
Support sales and retention efforts alongside customer success teams
Identify product defects and improvement opportunities with developers
Test new features and develop tools for scalability
Analyze customer base to minimize risks
Benefits
Work with cutting-edge technology that has a real impact
Collaborative and innovative work environment
Professional development opportunities
Equity and comprehensive benefits package
Full Job Description
Role Overview
At CodeRabbit, we seek an exceptional, enterprising Technical Support Engineer to join our growing customer support organization in the Americas theater. You will thrive on untangling complex technical challenges to ensure our customers get the most from our AI-powered code review platform. You will be the bridge between our cutting-edge AI technology and our customers, the innovative software engineers who rely on us. You will be a champion for our customers - a passionate advocate who goes above and beyond to ensure our customers are getting the most out of their investment in CodeRabbit.
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 customer success and sales teams on sales, retention, and expansion motions
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 customer usage
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
Qualifications
Great candidates often have these qualifications:
At least 2 years of experience in technical support, software engineering, or another customer-facing, technical role
Excellent communication skills: business fluency in spoken and written English
Customer Obsession: a passion to deliver a high-quality customer experience
Experience with modern ticketing and customer support systems
Excellent problem-solving skills with the ability to debug complex technical issues
"Nice to Have"
Great candidates may also have one or more of these qualifications:
Proficiency in at least one programming or scripting language
Experience with code review processes and tools
Familiarity with observability, RCA, and debugging practices and tools
Strong understanding of modern software development practices, version control systems, and the software development ecosystem, e.g. Git, GitHub, CI/CD, VS Code, Cursor
Knowledge of customer success, sales, and professional services (e.g. retention, expansion, MEDDPICC, services delivery)
Bachelor's degree (or equivalent) in computer science, engineering, mathematics, or another technical field
