Customer Support Lead

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

Note: - This role is to handle Production incidents analysis and perform root cause analysis. This is a high

availability role involving 24X7 on call support.

AutoRABIT is looking for an customer support lead, with experience in supporting 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.

The customer Support Lead for the Support Services must be a highly focused person who will ensure a top-quality results-oriented and highly successful operations team. Must be results driven and able to take on high targets and keep the team motivated to achieve the goal. This is a role consisting of the four major responsibilities of: End to end Service Delivery, Process Improvement, Client relationships & Team Management

Roles & Responsibilities

• Act as mentor and technical expert on technical support team, providing guidance and advice to case owners with the goal of case resolution and customer satisfaction.
• Responsible for driving the teams and delivering monthly / quarterly goals.
• Effective engagement with the client through proactive communication and regular reviews.
• Leading, motivating, and assisting a team of Technical Support Specialists and deliver individual goals.
• Work with stakeholders to perform root-cause analysis & figure out solution approaches.
• Lead support case resolution efforts for customer cases (directly, and through assistance to Support engineers) by using skills in troubleshooting and debugging, identifying root cause,communicating bugs to Engineering.
• Collaborate with Sales, Solution Consultants, Engineering and Product management to improve
• overall customer experience and make sure that our Service offering brings maximum value to our customers
• Contribute and make recommendations to Knowledge Base content.
• Escalate support cases and priority issues to management as appropriate using good judgment in when and how to escalate.
• Excellent communication skills in English - Written & Verbal.
• Strong knowledge and exposure to Quality and Process Improvement techniques.
• Good analytical and listening skills.
• Good leadership skills.
• Responsibility to adhere to set internal controls.

Desired Skills and Knowledge

• 5 years' experience in software or SaaS customer support role ideally as team leader or subject matter expert supporting Java based products.
• Software engineering best practices, with at least 2-3 years of experience in maintaining and delivering high-quality software.
• Experience with or equivalent SaaS platforms development, administration, or technical support.
• Experience with and the ability to debug common application languages and technologies such as J2EE, HTML, JavaScript, Spring Framework, Spring Boot Framework, XML, JSON, Linux is highly desired.
• Experience using or administrating a DevOps pipelines or related areas such as version control (e.g., Git, SVN, Bitbucket, GitHub, Azure Repos), IDE (e.g., Visual Studio, IntelliJ), CI (e.g., Jenkins Pipelines, Azure DevOps, GitLab), and other related tools such as, Maven, Jenkins, Sonar is desirable.
• Investigation skills to understand problems in their context and the ability to reproduce these scenarios.
• Can-do attitude: challenging status, leading, and contributing to key improvements and innovations.

Education

• B.Computer Science or equivalent degree.
• Certification in is an added advantage.

Location: Hyderabad

Experience: 8 to 12 Years

Compensation: 15 to 22 LPA

Website:

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