Technical Support Engineer – QA Automation, SaaS
Posted 2 hours ago
You'll apply on the company's website.
About the Role
This position calls for a Technical Support Engineer experienced in QA automation to act as a vital link between clients and engineering departments regarding intricate enterprise software challenges. You will offer high-level support to verify the performance of UI workflows, integrations, and automation systems while fostering excellent client relations. Your success will depend on your ability to combine analytical troubleshooting with practical technical skills to enhance software quality within a fast-paced B2B SaaS setting. In this team-oriented role, you will help improve operational efficiency for more than 200 clients by diagnosing incident root causes and deploying resolutions. You will help ensure product stability by collaborating with developers, validating new features, and creating automation code. Your efforts in refining support resources and troubleshooting API connectivity will ensure the continued reliability of the solutions your clients utilize for growth.
Requirements
- You need a minimum of three years of professional experience in solution architecture, software troubleshooting, or SaaS-based support.
- You must be skilled in SQL, GraphQL, API interactions, JSON, and advanced spreadsheet functions in Excel or Google Sheets.
- You should be proficient with browser-based developer tools for analyzing network requests and console errors, and have experience with API testing software like Insomnia or Postman.
- A degree in computer engineering or computer science is preferred, and background in a B2B SaaS startup setting is a significant advantage.
- You must demonstrate strong analytical abilities, showing you can resolve complex software issues either independently or collaboratively.
- You need superior written and verbal communication skills to present technical information effectively to internal teams and customers.
- You should be capable of rapidly acquiring new knowledge through self-study and training, maintaining high efficiency in a rapid-growth, high-pressure environment.
Responsibilities
- You will deliver advanced troubleshooting for complex software problems using direct communication, Slack, and ticket management systems.
- You will write, update, and fix Python and Playwright automation scripts.
- You will diagnose API integration issues utilizing custom scripts, Postman, or Insomnia.
- You will perform thorough platform testing, which includes feature validation and regression tests, while logging bugs with complete reproduction data.
- You will utilize Datadog to track system bottlenecks and performance, sharing your insights with engineering and management staff.
- You will author technical guides and documentation to support internal teams and evaluate upcoming product releases to identify potential risks.
Benefits & Perks
- You will receive a competitive salary package.
- You are eligible for an HMO plan starting on your first day.
- You can participate in a retirement savings plan that includes employer matching.
- You will be supplied with all required work equipment.
- You are provided with life insurance coverage.
- You will receive paid time off, which includes a specific day off for your birthday.
- You are eligible for various incentive and bonus programs.
- You will have access to professional development training and an employee referral program.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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