Technical Support Engineer - SF
About CodeRabbitCodeRabbit 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.Role OverviewAt 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 ResponsibilitiesWork directly with our customers to troubleshoot, debug, reproduce and resolve complex technical issuesEducate customers on the best product usage, ensuring they maximize the value out of itSetup Zoom calls with customers to resolve issues, improve their experience, and enhance product adoptionSupport the customer success and sales teams on sales, retention, and expansion motionsWork with our developers to identify defects and opportunities for product improvementImprove the serviceability of the product by testing new features and developing tools to scale our deployments and auto-support infrastructureProvide an analysis of our existing customer base to avoid and minimize risks in the install baseDefine and inspire changes to our product with our development engineering team based on feedback from customers and customer usageDevelop and contribute to internal and external knowledge bases and drive continuous improvement in everything we doProvide support on weekdays and off-hours on an as-needed and scheduled rotational basisQualificationsGreat candidates often have these qualifications:At least 2 years of experience in technical support, software engineering, or another customer-facing, technical roleExcellent communication skills: business fluency in spoken and written EnglishCustomer Obsession: a passion to deliver a high-quality customer experienceExperience with modern ticketing and customer support systemsExcellent 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 languageExperience with code review processes and toolsFamiliarity with observability, RCA, and debugging practices and toolsStrong understanding of modern software development practices, version control systems, and the software development ecosystem, e.g. Git, GitHub, CI/CD, VS Code, CursorKnowledge 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 fieldOur Values🤝 Collaborative Humans: Prioritizing collective intelligence🚀 Fearless Innovators: Turning obstacles into growth opportunities💪 Persistent, Passionate Developers: Thriving on complex, long-term challenges🎯 Impact-Driven Creators: Crafting intuitive tools for developers🧠 Rapid Learners and Un-learners: Adapting quickly in our fast-paced technological worldWhat we offerWork on cutting-edge technology with real-world impactCollaborative and innovative environmentCompetitive salary, equity, and benefitsProfessional development opportunitiesBase pay range for this role is $115k-190k. Actual salary will be based on job-related skills, experience, and location.To apply, please submit your resume. CodeRabbit is an equal opportunity employer, committed to diversity and inclusion.Compensation Range: $115K - $190K