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 Salesforce.com 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 i nnovations.

Education B.Computer Science or equivalent degree.

Certification in Salesforce.com is an added advantage.

Location :  Hyderabad Experience :  8 to 12 Years Compensation :  15 to 22 LPA Website :  www.autorabit.com Powered by JazzHR