Technical Support Engineer - Australia
At a glance
Mid-level IT Support & Helpdesk role at AutoRABIT Holding. Remote · full-time.
In listing Technical Support Engineer salary
remoteroles summary, based on the employer's posting.
What you'll do
- Take the first look at incoming support requests, then investigate customer issues and guide them through to resolution
- Keep customers updated on open cases with clear, complete responses that follow the established communication style
- Work with sales, solutions, engineering and product colleagues to resolve problems and improve the customer experience
- Help customers choose an implementation and use the products effectively, while bringing their feedback to internal teams
- Follow internal controls and the support commitments agreed with customers
What you bring
- You have two to three years of technical customer support experience
- You hold a computer science or engineering degree, an equivalent qualification, or equivalent technical support experience
- You can communicate clearly in written and spoken US English and learn technical concepts quickly
- You live in Australia and are eligible to work there
Who this fits
This remote role suits someone comfortable supporting technical customers across global teams. You’ll work US-hours shifts, which may include rotating weekends, on-call coverage, and occasional early or evening meetings. The job includes ten percent travel and an in-person interview component.
From the employer
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 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.
Excellent Customer service experience and communication skills
Attention to detail
Understanding and ability to learn technical concepts quickly
2-3 years 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 live in and be eligible to work in Australia
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 time zones
The annual salary for this role is $60,000 - $75,000 AUS depending on experience
THIS IS A 100% REMOTE JOB, but requires 10% travel and an in-person component to the interview process.
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