AustraliaSenior Customer Support Engineer
1 мес. назад
170k–230k USD / yearAustraliaWorldwideSeniorRemote
debuggingcustomer supportdocumentation
Senior Customer Support Engineer solving complex technical issues and improving customer experience.
Будет плюсом
- DevOps Engineering, Software Engineering, or Systems Administration experience
- Software-defined networking experience, such as Tailscale
- Experience supporting engineering teams and the tools they use every day
Как откликнуться
- We believe that the interview process should be transparent, consistent, and enjoyable. We value your time and hope to complete the interview process in two to four weeks, if schedules allow. Through your interviews, you will meet a mix of individual contributors, managers, and senior leaders.
- As an AI company, embraces the use of AI tools, and we want to be transparent about our expectations as you navigate our interview process.
- Not permitted : Using AI assistance during conversational interviews.
- Permitted : Using AI tooling for take-home assessments. Please flag where and to what extent it was used in your take-home. Your submission will not be penalized for using AI as long as it is done honestly.
Другое
- builds enterprise software that keeps developers in flow. As a Senior Customer Support Engineer, you will help customers solve complex technical issues, get unstuck faster, and build with confidence.
- You will work closely with Product, Customer Success, and Enterprise Account Managers to resolve urgent issues, improve support workflows, and turn customer feedback into better product experiences. This is a highly visible role on a growing team, with direct impact on how customers experience .
- Reproduce and debug customer issues using existing tools, test environments, or custom reproduction setups
- Solve incoming technical support requests in a timely manner, including urgent, high-severity cases
- Communicate clearly and tactfully with customers throughout the support lifecycle
- Gather context, provide diagnostic steps, share resolution guidance, and follow up after issues are resolved
- Identify and communicate product usage trends, bugs, and feature requests
- Collaborate with Enterprise Account Managers to schedule, coordinate, and lead customer debugging calls
- Document customer activity in accordance with internal and external security standards
- Guide and mentor new team members on support processes and procedures
- Contribute to product documentation, customer knowledge base articles, and best practice guides
- Improve support processes, tools, and workflows in collaboration with the broader team
- Participate in a periodic on-call rotation for production-down issues
- 5+ years of customer support engineering experience, or a comparable customer-facing technical role, preferably with critical software products
- 5+ years of experience supporting enterprise customers
- 2+ years of experience diagnosing production network connectivity and performance issues
- Strong problem-solving, analytical, and troubleshooting skills
- Clear, thoughtful communication skills, both verbal and written
- Experience with Terraform
- Experience with major cloud platforms, distributed systems, microservices architecture, and containerization technologies such as Kubernetes
- Experience with a scripting language, such as Bash, Python, or Ruby, to automate reproduction environments and support workflows
- Ability to read complex code for troubleshooting
- Experience with GitHub
- Experience with REST APIs and command line tools
- Strong organization, attention to detail, and ability to learn new technologies quickly
- Experience working in a startup environment
- A customer-first mindset and a strong instinct for automation, process improvement, and efficient resolution strategies
- is an AI software development company leading the future of autonomous coding. We empower teams to build software faster, more securely, and at scale through the collaboration of AI coding agents and human developers. Our mission is to make agentic AI a safe, trusted, and integral part of every software development lifecycle.
- Our self-hosted AI Development Environment is the foundation for deploying agentic AI in the enterprise. It provides a secure, standardized, and governed workspace to deploy autonomous coding agents alongside human developers, accelerating innovation while maintaining control and compliance. 's isolated, policy-driven environments improve productivity, cut cloud costs, and reduce data risks. Developers transition to AI at their own pace using their own tools. Platform and security teams can govern, audit, and manage a great developer experience at scale.
- We use AI tools to help manage our recruitment process efficiently and fairly. Specifically:
- Ashby helps us review inbound applications by surfacing candidates who best match the role requirements we've defined. This tool does not make hiring decisions - it helps our team prioritize which applications to review first.
- Granola takes notes during our interview calls so our team can focus on the conversation with you.
- All hiring decisions are made by humans. Our team reviews applications, conducts interviews, and makes final selections. AI tools assist us but never replace human judgment, and these practices are conducted in compliance with applicable data protection, AI governance, and labor laws. Your data is not used to train AI models.
- In accordance with New York City Local Law 144, an independent bias audit has been conducted on "Automated Employment Decision Tools"; results are available for Ashby .
- If you're applying for a role at and have questions about how we use AI in our process, or if you'd like to request information about the data we collect, please contact careers@.com .
- We are committed to providing equal employment opportunities to qualified applicants and do not discriminate on the basis of race, color, ancestry, religion, sex, pregnancy, gender, gender identity, gender expression, sexual orientation, national origin, age, marital status, genetic information, disability, protected veteran status or any other characteristic protected by federal, state, or local laws.