AutoRABIT Holding Inc.

Technical Support Engineer

Prague, Karlin, Central Bohemia, Czech Republic
Full Time
Mid Level

AutoRABIT Background

AutoRABIT was founded in 2015 to help organizations in regulated industries regain control of their Salesforce development processes and move toward continuous delivery of value to their customers and employees. Today, AutoRABIT’s suite of release management tools is the most comprehensive and secure on the market, and our customers are realizing the benefits of faster, more secure deployments in their Salesforce environments.

Who We Are
AutoRABIT is a worldwide company with team members from a variety of industries who all share the goal of making the working lives of our clients safer and easier.

What We Do
Our automated solutions help everyone touching the Salesforce DevSecOps pipeline to reduce manual touchpoints, strengthen data security, and increase the value they provide to their customers. We embody DevSecOps principles in the way we think and work— offering our example, advice, and inspiration to guide our clients.

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 Technical 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 S2 (CET hours), with some overlap into S3 (US hours)
  • Work Format: Hybrid (3 office days / 2 remote days)
  • 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  

If the applicant is permanently present outside of the Czech Republic, AutoRABIT reserves the right to refuse to consider the application for a job. Remote job is only possible in case the employee is located in the Czech Republic. Candidate needs to be eligible to work in CZ.
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