Senior Support Engineer, Katalon Studio

Founded in 2016, Katalon is the leading provider of a modern, comprehensive quality management platform. Katalon Platform enables quality assurance, DevOps, and software teams of any size to deliver world-class customer experiences faster, easier, and more efficiently.

Since its first launch, Katalon has experienced tremendous growth, serving more than 30,000 teams around the globe, many of which are in the Fortune Global 500, such as PwC, KPMG, Abbott, etc. Katalon is recognized as a top automation tool by prestigious review sites, such as G2, Gartner, Capterra, and IT Central Station.

Job Summary

Katalon Studiois a leading test automation solution that simplifies the process of creating and managing automated tests. It supports web, API, mobile, and desktop applications, providing a comprehensive and intuitive platform for test automation. With its robust features, including record and playback, scriptless test creation, and extensive integration capabilities, Katalon Studio empowers teams to achieve higher efficiency and accuracy in their testing processes.

Your opportunities/responsibilities:

• Collaborate closely with Engineering & Product teams to understand product functionality and provide solutions to complex customer-reported issues.
• Analyze customer environments and logs, investigate, troubleshoot, propose recommendations or workarounds, and resolve advanced technical issues reported by customers, ensuring timely and effective resolution while meeting SLAs.
• Lead customer troubleshooting calls to identify and resolve critical or recurring issues.
• Develop and maintain a thorough knowledge of the product, becoming a technical expert to guide customers and internal teams (Product Support, Customer Success, Solution Engineering).
• Assist in creating and updating technical documentation, FAQs, and self-service resources to improve customer self-support.
• Conduct in-depth technical analysis to reproduce issues in internal environments and escalate unresolved problems to the Product Engineering team.
• Gather insights from recurring customer feedback or issues and collaborate with cross-functional teams to prioritize fixes or feature enhancements.
• Advocate for customers by ensuring their technical needs and concerns are effectively communicated within the organization.
• Oversee the Support Engineering sub-team’s daily work, deliver technical training for new team members and ensure their successful integration into the team.

Must-have:

• A Bachelor's degree in Computer Science, Engineering, or a related technical field.
• 3+ years of experience in a technical support, software development, or systems engineering role with a focus on resolving customer-facing issues.
• Proficiency in analyzing and debugging software systems, including reading logs and investigating backend workflows.
• Familiarity with RESTful APIs, troubleshooting API calls, and identifying integration-related issues.
• Hands-on experience with programming languages such as Java or JavaScript.
• Strong problem-solving, analytical, and organizational skills with a detail-oriented mindset.
• Excellent verbal and written communication skills in English.
• A willingness to research and gain knowledge of automation frameworks (Selenium, Appium, Cypress, Playwright)

Nice-to-have:

• Experience in SaaS product support or IT support roles.
• Background in using development and debugging tools (e.g., Postman, debugging logs, monitoring tools).
• Familiarity with cloud environments like AWS, Kubernetes, or Docker.
• Strong knowledge of automation testing frameworks
• Experience with customer support tools such as Zendesk or Service Cloud.

Soft Skills:

• Strong customer-centric mindset with a commitment to delivering exceptional service.
• Ability to work effectively under pressure and manage multiple customer cases simultaneously.
• Empathetic, patient, and an excellent listener with the ability to translate technical concepts into customer-friendly language.
• A proactive and collaborative attitude, with a willingness to take ownership of complex problems and drive them to resolution.

At Katalon, we bring together self-starting, open-minded, and talented people while actively promoting a transparent and growth-enabling working environment. But don’t just take our word for it. Take a better look below!

• Total Remuneration: Satisfying your financial goals through competitive compensation and periodic performance bonuses.
• Well-being & Work-life Balance: Staying healthy through comprehensive health plans, flexible work arrangements, and generous paid leaves.
• Statutory Compliance: Labor compliance with local regulations that ensure employee security.
• Work Facilities & Accommodation: Top-notch equipment, supportive allowances, and A-class facilities.
• Diversity, Equity, Engagement, & Inclusion: Becoming part of a global team that celebrates differences, equal opportunity, and meaningful employee recognition.
• Growth & Rewards: Thriving professionally through employee enablement, a culture of trust, and rewarding performance.

Katalon is proud to be an equal-opportunity employer. We care about our people and celebrate our differences. We want to work with talented, collaborative, and innovative people. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other characteristics protected by law.