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Hybrid Senior Product Support Engineer, APAC – Automation Testing

at Katalon
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Posted last month

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About the role

  • 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

Senior Product Support Engineer, APAC – Automation Testing

Job type

Full Time

Experience level

Senior

Salary

Not specified

Degree requirement

No Education Requirement

Tech skills

JavaJavaScriptJenkinsPython

Location requirements

HybridHo Chi Minh CityVietnam

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