Senior Product Support Engineer (L3)

Senior Product Support Engineer (L3) ABOUT CODERABBIT CodeRabbit 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 OVERVIEW At 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 RESPONSIBILITIES TECHNICAL ENGINEERING (60-70%) 1. Debug, troubleshoot, and resolve highly complex technical issues that require code-level investigation and fixes 2. Develop bug fixes and patches for production issues, working directly in the codebase 3. Build small to medium-sized features and improvements based on customer feedback and support insights 4. Conduct root cause analysis (RCA) on critical incidents and implement preventive measures 5. Contribute to the product codebase through pull requests, code reviews, and technical documentation 6. Develop internal tools, automation, and diagnostic utilities to improve supportability and scale operations 7. Perform performance analysis and optimization for customer-specific deployment scenarios CUSTOMER-FACING TECHNICAL LEADERSHIP (20-30%) 1. Serve as the escalation point for complex technical issues from L1/L2 support teams 2. Conduct deep-dive technical sessions with customers to diagnose and resolve architectural or integration challenges 3. Educate customers on advanced product usage, best practices, and optimal configurations 4. Collaborate with customer success and sales teams on technical aspects of renewals, expansions, and complex deals 5. Provide technical guidance during proof-of-concept and pilot implementations PRODUCT & PROCESS IMPROVEMENT (10-20%) 1. Analyze patterns across the customer base to identify systemic issues and improvement opportunities 2. Partner with product and engineering teams to define and prioritize features based on support insights 3. Contribute to internal and external knowledge bases, runbooks, and technical documentation 4. Mentor L1/L2 support engineers on technical troubleshooting and product architecture 5. Drive continuous improvement in product serviceability, observability, and debuggability 6. Participate in on-call rotations for critical production support QUALIFICATIONS REQUIRED QUALIFICATIONS 1. 5-8 years of software engineering experience with at least 2 years in a customer-facing technical role (support engineering, solutions engineering, or similar) 2. Strong programming skills in at least one modern language (Python, TypeScript/JavaScript, Go, Java, or similar) 3. Proven ability to debug complex systems: experience reading and modifying production code to resolve issues 4. Customer obsession: passion for delivering high-quality customer experiences while maintaining technical e ... (truncated, view full listing at source)