Senior Customer Support Engineer

Hyderabad, India

Full Time

Mid Level

AutoRABIT Profile

AutoRABIT is the leader in DevSecOps for SaaS platforms such as Salesforce. Its unique metadata-aware capability makes Release Management, Version Control, and Backup & Recovery complete, reliable, and effective. AutoRABIT’s highly scalable framework covers the entire DevSecOps cycle, which makes it the favourite platform for companies, especially large ones who require enterprise strength and robustness in their deployment environment. AutoRABIT increases the productivity and confidence of developers which makes it a critical tool for development teams, especially large ones with complex applications. AutoRABIT has institutional funding and is well positioned for growth. Headquartered in the CA, USA and with customers worldwide, AutoRABIT is a place for bringing your creativity to the most demanding SaaS marketplace.

Job Role

We are looking for a bright Senior Customer Support Engineer to provide enterprise-level technical support

to our customers. This Support Engineer will provide ongoing product support, troubleshooting, and

pragmatic solutions for the most complex and critical issues that customers face. Must provide Support via

phone, web, email, chat and other channels as required

Role: L2 Support Engineer

Roles & Responsibilities

Take ownership of customer issues reported and see problems through to resolution
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Provide prompt and accurate feedback to customers
Ensure proper recording and closure of all issues
Prepare accurate and timely reports
Document knowledge in the form of knowledge base, tech notes and articles
Flexible for rotational shifts including night.
Excellent time management skills with the ability to adapt to changing priorities of customer issues.
Responsibility of Employee to adhere to set internal controls.

Experience and Desired Skills:

Minimum 3 years experience as Customer Support Engineer.
Strong analytical and problem-solving skills
Excellent communication skills (verbal and written).
Basic understanding of Java, HTML, JavaScript, SQL, and SCM.
Must be proficient with analyzing log files and standard debugging concepts.
Good to have Salesforce CRM (or) Admin and understanding.

Education

Bachelor’s Degree or Master’s in Computer Science, Engineering, Software Engineering, or a relevant field.

Location: Hyderabad, Hybrid - 3 Days from Office

Work Timings: Rotational Shifts & Rotational Week-Off

Experience:
3 to 4 years of experience

Compensation: 8 - 10 LPA

Website: www.autorabit.com

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Total Years of work experience?*

Do you have at least 3 years of technical customer support experience?*

Can you analyze application logs to identify errors and root causes?*

Have you worked directly with enterprise customers?*

Do you have basic understanding of Java, HTML, JavaScript, SQL, and SCM ?*

Have you worked with SQL queries for troubleshooting?*

Have you worked with Salesforce CRM, Salesforce Admin, or Salesforce deployments?*

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Are you willing to work in rotational shifts and rotational week-off ?*

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AutoRABIT Holding Inc.

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Senior Customer Support Engineer

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