Technical Support Engineer - SF

CodeRabbit is an innovative research and development company focused on building extraordinarily productive human-machine collaboration systems. Our primary goal is to create the next generation of Gen AI-driven code reviewers: a symbiotic partnership between humans and advanced algorithms that significantly outperforms individual engineers. We combine language models with human ingenuity to push the boundaries of software development efficiency and quality.

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.

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   Work directly with our customers to troubleshoot, debug, reproduce and resolve complex technical issues

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   Educate customers on the best product usage, ensuring they maximize the value out of it

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   Setup Zoom calls with customers to resolve issues, improve their experience, and enhance product adoption

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   Support the customer success and sales teams on sales, retention, and expansion motions

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   Work with our developers to identify defects and opportunities for product improvement

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   Improve the serviceability of the product by testing new features and developing tools to scale our deployments and auto-support infrastructure

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   Provide an analysis of our existing customer base to avoid and minimize risks in the install base

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   Define and inspire changes to our product with our development engineering team based on feedback from customers and customer usage

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   Develop and contribute to internal and external knowledge bases and drive continuous improvement in everything we do

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    Provide support on weekdays and off-hours on an as-needed and scheduled rotational basis

Great candidates often have these qualifications:

1. At least 2 years of experience in technical support, software engineering, or another customer-facing, technical role

1. Excellent communication skills: business fluency in spoken and written English

1. Customer Obsession: a passion to deliver a high-quality customer experience

2. Experience with modern ticketing and customer support systems

3. Excellent problem-solving skills with the ability to debug complex technical issues

Great candidates may also have one or more of these qualifications:

1. Proficiency in at least one programming or scripting language

2. Experience with code review processes and tools

3. Familiarity with observability, RCA, and debugging practices and tools

4. Strong understanding of modern software development practices, version control systems, and the software development ecosystem, e.g. Git, GitHub, CI/CD, VS Code, Cursor

5. Knowledge of customer success, sales, and professional services (e.g. retention, expansion, MEDDPICC, services delivery)

6. Bachelor’s degree (or equivalent) in computer science, engineering, mathematics, or another technical field