Community Support Engineer

About CodeRabbit

Locations: San Fransisco, CA or Boston, MA (Boston preferred)- Hybrid

Role Overview

This role will be the first point of contact for technical questions across CodeRabbit’s public communities, including Discord, X, Reddit, and GitHub Discussions. The responsibility is to troubleshoot code review issues, resolve integration problems, answer technical questions, and follow through until the issue is resolved. When an issue requires Engineering or Product involvement, the expectation is to create a ticket with enough technical detail and context for the team to take action without unnecessary back-and-forth. Unlike traditional support, these interactions happen in public, where other users can see the responses. Providing clear, accurate, and timely answers is important not only for helping the customer but also for building trust in CodeRabbit Support and making solutions available to others facing similar issues.

Key Responsibilities

• Collaborate with marketing and Devrel to engage CodeRabbit community spaces—Discord, X, GitHub discussions, Reddit— for support-relevant posts and questions from developers.
• Troubleshoot customer code review scenarios, integration failures, and API issues end-to-end. Reproduce issues, debug code, and deliver working solutions.
• Synthesize patterns from community questions into searchable, reusable resources: how-to guides, debugging walkthroughs, config examples, and known gotchas.
• Escalate thoughtfully to engineering and product teams when bugs, missing features, or product improvements are identified. Open tickets with full reproduction steps and context.
• Operate asynchronously across APAC, EMEA, and AMER timezones. Prioritize response speed and clarity in public community spaces.
• Partner with support engineers on complex issues. Own community resolution; facilitate escalations to enterprise support when needed.
• Build trust and foster community health: recognize quality peer answers, encourage knowledge-sharing, and maintain welcoming, technical tone.
• Report community insights and trends to leadership: recurring issues, feature requests, product feedback, and gaps in documentation.

Qualifications

Great candidates often have these

qualifications

• At least 4 years of experience leading support operations initiatives, program management, or operational improvements in a technical/SaaS environment
• Proven track record of designing and launching operational programs or initiatives that measurably improved support metrics and team productivity
• Strong analytical mindset with fluency in operational data—able to define metrics, interpret dashboards, and translate insights into programs and process improvements
• Customer Obsession: a passion to deliver a high-quality customer experience
• Systems thinking and operational strategy: ability to design scalable frameworks, establish standards, and evolve how support operates at scale

“Nice to Have”

Great candidates may also have one or more of these

qualifications

• Experience leading operational programs from conception through pilot, rollout, and ongoing optimization
• Familiarity with agile or lean methodologies for program management and continuous improvement
• Experience working with data analysis tools and dashboards to drive decision-making
• Strong understanding of modern software development practices, version control systems, and the software development ecosystem, e.g. Git, GitHub, CI/CD, VS Code, Cursor
• Knowledge of customer success, sales, and professional services (e.g. retention, expansion, MEDDPICC, services delivery)
• Bachelor’s degree (or equivalent) in computer science, engineering, mathematics, or another technical field