Senior Desktop Support Technician managing DHS desktop computing environment and peripherals. Providing advanced end user support and maintenance in a hybrid role across Allegheny County.
About the role
- Customer Support Specialist providing technical assistance for Katalon products. Managing support tickets, troubleshooting issues, and collaborating with cross-functional teams.
Responsibilities
- First point of contact to handle customer questions, error reports, feature suggestions, or license inquiries
- Manage the opening, status update, and closing of support tickets to ensure issue identification and resolution SLAs are met
- Analyze the logs and reproduce the issue to identify the root cause.
- Participate in customer troubleshooting calls to identify and resolve critical or recurring issues
- Assist customers in integrating Katalon products with their internal systems or third-party tools (e.g., Jira, Jenkins, GitHub), including advanced custom configurations.
- Offer assistance for advanced and high-priority technical challenges that exceed standard support capabilities.
- Conduct tailored training sessions on product functionality, explore advanced features in depth, and facilitate best practices and knowledge-sharing workshops.
- Collaborate with cross-functional teams (Support, Product, Success and other teams) to address customer needs and improve product functionality.
- Develop and maintain a vast knowledge of our products and services - be an expert
- Manage the self-support documents, FAQ articles
Requirements
- 5+ years of hands-on experience in Automation Testing (mobile testing, web-based testing, API testing, or WinApp testing)
- Proficiency in one or more of the following programming languages: Python, Java, JavaScript.
- Practical expertise in mobile testing, web-based testing, API testing, and WinApp testing; Network experience is a strong advantage.
- Demonstrated self-starting and supportive team spirit.
- Ability to effectively multitask and excel in a fast-paced environment.
- Strong command of English for effective communication and presentation skills.
- Comfortable working in and assisting others through company help desk software, such as Salesforce in addition to other remote access desktop programs
- Aptitude to learn and understand new and emerging technologies
- Be organized, patient, empathetic, and able to listen to customers to provide excellent service and support
Benefits
- Competitive Pay & Bonuses: We believe in rewarding great work! You'll receive an attractive salary package plus performance bonuses to help you meet your financial goals.
- Your Health & Happiness Matter: Take care of yourself with our comprehensive health coverage, flexible work options, and generous time off. We understand that life happens outside of work too!
- Location-Tailored Benefits: Enjoy a complete benefits package designed specifically for your country, giving you the best coverage where you live.
- Everything You Need to Succeed: Work with top-of-the-line equipment and enjoy modern facilities, plus helpful allowances to support your work setup.
- A Place Where You Belong: Join our worldwide family where we celebrate what makes each of us unique. Here, everyone has a voice and equal opportunities to shine.
- Room to Grow & Thrive: Your success is our success! We foster a trust-based culture where you can develop your skills, take on new challenges, and be recognized for your achievements.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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