IT Support Technician responsible for supporting Guidepost IT systems and users. Providing technical support and ensuring security measures are met while working in a corporate setting.
About the role
- Senior Product Support Engineer at CodeRabbit resolving complex technical challenges for AI-driven code review platform. Bridging AI technology and customers to enhance software development efficiency.
Responsibilities
- Debug, troubleshoot, and resolve highly complex technical issues that require code-level investigation and fixes
- Develop bug fixes and patches for production issues, working directly in the codebase
- Build small to medium-sized features and improvements based on customer feedback and support insights
- Conduct root cause analysis (RCA) on critical incidents and implement preventive measures
- Contribute to the product codebase through pull requests, code reviews, and technical documentation
- Develop internal tools, automation, and diagnostic utilities to improve supportability and scale operations
- Perform performance analysis and optimization for customer-specific deployment scenarios
- Serve as the escalation point for complex technical issues from L1/L2 support teams
- Conduct deep-dive technical sessions with customers to diagnose and resolve architectural or integration challenges
- Educate customers on advanced product usage, best practices, and optimal configurations
- Collaborate with customer success and sales teams on technical aspects of renewals, expansions, and complex deals
- Provide technical guidance during proof-of-concept and pilot implementations
- Analyze patterns across the customer base to identify systemic issues and improvement opportunities
- Partner with product and engineering teams to define and prioritize features based on support insights
- Contribute to internal and external knowledge bases, runbooks, and technical documentation
- Mentor L1/L2 support engineers on technical troubleshooting and product architecture
- Drive continuous improvement in product serviceability, observability, and debuggability
- Participate in on-call rotations for critical production support
Requirements
- 5-8 years of software engineering experience with at least 2 years in a customer-facing technical role (support engineering, solutions engineering, or similar)
- Strong programming skills in at least one modern language (Python, TypeScript/JavaScript, Go, Java, or similar)
- Proven ability to debug complex systems: experience reading and modifying production code to resolve issues
- Customer obsession: passion for delivering high-quality customer experiences while maintaining technical excellence
- Excellent communication skills: ability to explain complex technical concepts to both technical and non-technical audiences; business fluency in spoken and written English
- Problem-solving expertise: systematic approach to diagnosing and resolving multi-layered technical issues
- Experience with modern development tools: Git, GitHub/GitLab, CI/CD pipelines, and development environments
Benefits
- Work on cutting-edge technology with real-world impact
- Collaborative and innovative environment
- Competitive salary, equity, and benefits
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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