Community Support Engineer

CodeRabbit•Boston, MA

3d•$90,000 - $130,000•Hybrid

About The Position

The Community Support Engineer is the first point of contact for technical questions across CodeRabbit’s public communities, including Discord, X, Reddit, and GitHub Discussions. The role troubleshoots code review issues, resolves integration problems, answers technical questions, and follows through until issues are resolved. When Engineering or Product involvement is needed, the engineer creates tickets with sufficient technical detail and context to enable action without unnecessary back-and-forth. Because interactions happen publicly, clear, accurate, and timely responses help customers and build trust in CodeRabbit Support while making solutions useful to other community members. The role collaborates with Marketing and DevRel, works asynchronously across APAC, EMEA, and AMER time zones, and partners with support engineers on complex issues. It owns community resolution and facilitates escalation to enterprise support when needed. The engineer also turns recurring questions into reusable resources, promotes a welcoming and knowledgeable community, and reports community insights and trends to leadership.

Requirements

At least 4 years of experience leading support operations initiatives, program management, or operational improvements in a technical or SaaS environment.
A proven track record of designing and launching operational programs or initiatives that measurably improve support metrics and team productivity.
Strong analytical skills and fluency with operational data, including defining metrics, interpreting dashboards, and translating insights into programs and process improvements.
A passion for delivering a high-quality customer experience.
Systems thinking and operational strategy skills, including the ability to design scalable frameworks, establish standards, and evolve support operations at scale.

Nice To Haves

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 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, such as Git, GitHub, CI/CD, VS Code, or Cursor.
Knowledge of customer success, sales, and professional services, including retention, expansion, MEDDPICC, or services delivery.
A bachelor’s degree or equivalent in computer science, engineering, mathematics, or another technical field.

Responsibilities

Collaborate with Marketing and DevRel to engage with support-relevant posts and developer questions in Discord, X, GitHub Discussions, and Reddit.
Troubleshoot customer code review scenarios, integration failures, and API issues end-to-end; reproduce issues, debug code, and deliver working solutions.
Create searchable, reusable resources from patterns in community questions, including how-to guides, debugging walkthroughs, configuration examples, and known gotchas.
Escalate bugs, missing features, and product improvement opportunities to Engineering and Product, opening tickets with full reproduction steps and context.
Operate asynchronously across APAC, EMEA, and AMER time zones, prioritizing response speed and clarity in public community spaces.
Partner with support engineers on complex issues, own community resolution, and facilitate escalations to enterprise support when needed.
Build trust and foster community health by recognizing quality peer answers, encouraging knowledge-sharing, and maintaining a welcoming, technical tone.
Report recurring issues, feature requests, product feedback, and documentation gaps to leadership.