客户支持工程师
Customer Support Engineer
职位描述：
AutoRABIT 正在寻找一名客户支持工程师，以支持 AutoRABIT 的开发流程和工具，协助我们的客户应对高要求和复杂的开发环境。您需要快速且持续地学习新产品和技术。此外，您需要具备出色的故障排查、沟通和客户服务技能。
作为支持工程师，您将推动 AutoRABIT 产品的采用和成功。您将为客户提供个性化的服务，指导他们找到正确的实施方案，并倡导最佳使用我们产品的方案。您还需要及时地排查、调查并解决客户的问题。在 AutoRABIT，您将代表客户的声音，与我们的产品、工程和客户成功团队合作，共同寻找解决方案。
职责：
· 您将是新客户支持请求的第一联系人。
- 推动技术问题的解决：从确认客户问题到进行深入的技术调查，并在整个过程中管理客户关系。
- 与销售、解决方案顾问、工程和产品管理团队协作，排查客户问题，提升整体客户体验，并确保我们的服务能为客户带来最大价值。
- 具备创造力，找到改进客户体验和工作方式的解决方案。
- 与客户保持沟通，更新所有待处理请求的状态。所有回复应专业、完整、格式规范，并与之前的沟通保持一致。
- 能够跨团队协作，并能够与全球范围内的各类技术客户/团队成员合作并提供帮助。
- 遵守 AutoRABIT 内部及与客户签订的支持 SLA。
- 具备优秀的书面和口语英语沟通能力（美国英语）。
- 候选人将被分配至美国工作时间（可能从 EST 到 PST），可能需要轮班以及周末工作，以支持 24X7X365 的支持需求。
- 负责遵守设定的内部控制。
期望的技能和经验：
· 优秀的客户服务经验和沟通能力
- 注重细节
- 理解并能快速学习技术概念
- 2-3 年以前的技术客户支持经验
- 优先考虑：有使用 Salesforce 和/或 DevOps 流水线的经验：SCM（如 Git、SVN）
查看英文原文
About the Role:
AutoRABIT is looking for a Customer 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 Customer 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.
- Works well across teams, and able to work with and assist with a wide range of technical customers/team members globally
- 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.
- Responsible to adhere to set internal controls.
Desired Skills and Experience:· Excellent Customer service experience and communication skills
- Attention to detail
- Understanding and ability to learn technical concepts quickly
- 2-3years previous Technical customer support experience
- Desired: Experience working with Salesforce and/or a DevOps pipeline: SCM (e.g. Git, SVN), IDE (e.g. Visual Studio, IntelliJ), CI (e.g. Jenkins Pipelines, Azure DevOps, BitBucket, GitLab) More than acronyms, these are the tools that our customers use and that our products integrate with.
- Experience with system-wide deployments. Because sometimes an issue is not caused by the application itself, but by the network, the underlying server, the database, etc.
- Works well across teams, and able to work with and assist with a wide range of technical customers/team members globally
- Investigation skills to understand problems in their context and the ability to reproduce these scenarios.
- Familiarity with working with logs is a plus
Education and Qualifications:
· Bachelor's in computer science, Engineering, or equivalent degree, or equivalent technical support experience
- Any Salesforce certification is a plus
- Must be a US citizen or permanent resident (Green Card holder), and capable of obtaining a US Government Security clearance if required
Location: US
Work Timings: On-call/weekend rotations, and occasional meetings in early mornings or Evenings to collaborate with global teams, may be required to off-shift to cover other US time zones
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.
The annual salary for this role is $50,000 - $70,000, depending on experience, plus possible overtime
THIS IS A 100% REMOTE JOB, but requires 10% travel and an in-person component to the interview process.
Originally posted on Himalayas