CodeRabbit

Senior Product Support Engineer, L3

CodeRabbit

full-time

Posted on:

Location Type: Hybrid

Location: Bengaluru • India

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Job Level

Senior

Tech Stack

GoJavaJavaScriptPythonTypeScript

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
debuggingtroubleshootingroot cause analysisperformance analysisautomationcode reviewstechnical documentationprogramming (Python, TypeScript, JavaScript, Go, Java)production code modificationfeature development
Soft Skills
customer obsessionexcellent communicationproblem-solvingmentoringcollaborationtechnical guidancecontinuous improvementcustomer educationanalytical thinkingtechnical leadership