Technical Support Engineer

CodiumAI is an early-stage startup that empowers developers with cutting-edge tools that integrate seamlessly into their daily workflows. We specialize in GenAI-driven solutions, such as, IDE extensions for automated test generation, an AI-enhanced pull-request git agent for improving code review processes., RAG, and others. Our mission is to generate confidence for developers, enhancing productivity and code quality.

As a Technical Support Engineer, you will be the primary point of contact for our customers, offering both technical assistance and guidance on using our product effectively. Your role will involve managing support tickets, engaging in live chat, and addressing customer inquiries with a focus on resolving issues efficiently. You’ll need a strong technical background, as you'll be troubleshooting complex problems, providing solutions, and ensuring a seamless experience for our users.

Key responsibilities:

• Provide high-quality technical support to customers via chat, email, and ticketing system.
• Diagnose and troubleshoot issues related to our product, including integration problems, code issues, and configuration challenges.
• Collaborate with the development team to escalate and resolve complex technical problems.
• Continuously gather feedback from users to identify common issues and suggest improvements to the product.
• Monitor support metrics and strive to meet or exceed established performance goals.
• Stay up-to-date with product updates, new features, and industry trends to provide informed support.
  
  

• Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• Proven experience in a technical support role or similar customer-facing technical position.
• Strong understanding of software development concepts, including unit testing, code reviews, and common programming practices.
• Proficiency in at least one programming language (e.g., Python, JavaScript, Java) and familiarity with code versioning tools (e.g., Git).
• Excellent problem-solving skills with the ability to diagnose and resolve complex technical issues.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Experience with support tools and platforms (e.g., Zendesk, Freshdesk) is a plus.
• Ability to work independently, manage multiple priorities, and thrive in a fast-paced startup environment.
• Familiarity with CI/CD pipelines and related tools.
  
  

• Knowledge of additional programming languages or frameworks.
• Previous experience in a SaaS or developer-focused product environment.