Senior Product Support Engineer (L3) job opportunity at CodeRabbit.

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CodeRabbit Senior Product Support Engineer (L3)
Experience: 8-years
Pattern: full-time
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loacation Bengaluru, India
loacation Bengaluru....India
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About CodeRabbitCodeRabbit is an innovative research and development company focused on building extraordinarily productive human-machine collaboration systems. Our primary goal is to create the next generation of Gen AI-driven code reviewers: a symbiotic partnership between humans and advanced algorithms that significantly outperforms individual engineers. We combine language models with human ingenuity to push the boundaries of software development efficiency and quality.Role OverviewAt CodeRabbit, we seek an exceptional, enterprising Software Engineer to join our growing Rapid Response engineering organization. You will thrive on untangling complex technical challenges to ensure our customers get the most from our AI-powered code review platform. You will be the bridge between our cutting-edge AI technology and our customers, the innovative software engineers who rely on us. You will be a champion for our customers – a passionate advocate who goes above and beyond to ensure our customers are getting the most out of their investment in CodeRabbit.As a Senior Software Engineer at CodeRabbit, you'll be contributing to the development of advanced applied AI systems that revolutionize code review processes. You'll work at the intersection of intelligent systems and software engineering, creating tools that empower developers to iterate rapidly in complex environments. Your expertise will be crucial in developing solutions that enhance code quality and developer productivity.Key ResponsibilitiesTechnical Engineering (60-70%)Debug, troubleshoot, and resolve highly complex technical issues that require code-level investigation and fixesDevelop bug fixes and patches for production issues, working directly in the codebaseBuild small to medium-sized features and improvements based on customer feedback and support insightsConduct root cause analysis (RCA) on critical incidents and implement preventive measuresContribute to the product codebase through pull requests, code reviews, and technical documentationDevelop internal tools, automation, and diagnostic utilities to improve supportability and scale operationsPerform performance analysis and optimization for customer-specific deployment scenariosCustomer-Facing Technical Leadership (20-30%)Serve as the escalation point for complex technical issues from L1/L2 support teamsConduct deep-dive technical sessions with customers to diagnose and resolve architectural or integration challengesEducate customers on advanced product usage, best practices, and optimal configurationsCollaborate with customer success and sales teams on technical aspects of renewals, expansions, and complex dealsProvide technical guidance during proof-of-concept and pilot implementationsProduct & Process Improvement (10-20%)Analyze patterns across the customer base to identify systemic issues and improvement opportunitiesPartner with product and engineering teams to define and prioritize features based on support insightsContribute to internal and external knowledge bases, runbooks, and technical documentationMentor L1/L2 support engineers on technical troubleshooting and product architectureDrive continuous improvement in product serviceability, observability, and debuggabilityParticipate in on-call rotations for critical production supportQualificationsRequired Qualifications5-8 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 issuesCustomer obsession: passion for delivering high-quality customer experiences while maintaining technical excellenceExcellent communication skills: ability to explain complex technical concepts to both technical and non-technical audiences; business fluency in spoken and written EnglishProblem-solving expertise: systematic approach to diagnosing and resolving multi-layered technical issuesExperience with modern development tools: Git, GitHub/GitLab, CI/CD pipelines, and development environments"Nice to Have"Great candidates may also have one or more of these qualifications:Experience contributing to production codebases in a professional settingDeep familiarity with code review processes, static analysis tools, and software quality practicesStrong understanding of AI/ML systems, LLMs, or developer tooling platformsExpertise in observability tools, RCA methodologies, and debugging distributed systemsExperience with modern software development ecosystems: VS Code, Cursor, IDE extensions, developer workflowsKnowledge of cloud platforms (AWS, GCP, Azure) and container orchestration (Docker, Kubernetes)Background in DevOps, SRE, or platform engineeringExperience with customer success metrics and methodologies (retention, expansion, technical account management)Bachelor's degree (or equivalent) in computer science, engineering, or another technical fieldOpen source contributions or demonstrated technical writing skillsOur ValuesCollaborative Humans: Prioritizing collective intelligenceFearless Innovators: Turning obstacles into growth opportunitiesPersistent Passionate Developers: Thriving on complex, long-term challengesImpact-Driven Creators: Crafting intuitive tools for developersRapid Learners and Un-learners: Adapting quickly in our fast-paced technological worldWhat We OfferWork on cutting-edge technology with real-world impactCollaborative and innovative environmentCompetitive salary, equity, and benefitsProfessional development opportunitiesTo apply, please submit your resume. CodeRabbit is an equal opportunity employer, committed to diversity and inclusion.

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