Customer Support Engineer

About Us:

At Sauce Labs, we empower the world's top enterprises - like Walmart, Bank of America, and Indeed - to deliver quality web and mobile applications at speed. Our industry-leading platform ensures continuous quality across the SDLC, using AI-powered analytics to identify key quality signals from development through production. With our unified solution, teams can release and innovate with confidence, knowing their apps will always look, function, and perform exactly as they should. Backed by TPG and Riverwood Capital, we are shaping the future of digital confidence - join us!

The Role:

Our support engineers field questions and problems that arise. The issues that come to us are often complex and challenging to solve. Some of our engineers have Computer Science degrees, while others have gained their experience in boot camps and building apps on their own.

We are looking for an experienced Customer Support Engineer that can work with our Enterprise-level customers. It requires experience in the world of development, an interest in solving technical problems, and a strong drive to learn. In this role, you will be working with some of our most important customers, which will require great analytic skills, patience, and the ability to work under pressure. Mostly we work in a support ticketing system, but sometimes we do online meetings with customers. We value people who are responsible, good team players, and able to express themselves clearly in writing. For the right kind of person, it’s a rewarding and fun job.

Responsibilities:

• Help customers solve technical problems
• Answer questions about the product's capabilities
• Reproduce customer issues, isolate issues to their simplest reproducible case and report bugs to our developers
• Manage queue of support tickets and provide regular updates to open tickets
• Respond quickly (but personally) to customers, primarily through support tickets with occasional online meetings
• Develop customer-facing documentation
• Develop code samples demonstrating testing in the Sauce cloud

Required Skills:

• At least 6 months experience as a developer or supporting developers
• At least 2 years experience as a support engineer
• Programming experience with at least one of the following languages: Javascript, Python, Ruby, PHP, Java, C#
• Knowledge of HTML, CSS, Javascript (expect a take-home test as part of the interview process)
• Good written communication skills (expect to write a short essay for us)
• An intrinsic desire to help customers (and the patience to do so)
• A willingness to act as a detective, an experimenter, an interpreter, and a team player
• Willingness to travel up to 10% of the time to support in-person collaboration with your team or customers, as needed on-site or within the region.

We are a hybrid workplace that recognizes the importance of flexibility while valuing in-person collaboration and relationship building. As a result, Saucers located near an office location must be able and willing to come into the office. Those hired remotely must be able and willing to travel to an office as required by the specific role. 

Additional Skills: 

• Knowledge of Selenium and/or Appium
• CI/CD software (e.g. Jenkins, Bamboo)
• Test automation frameworks (e.g. JUnit, TestNG, Protractor, Cucumber, Capybara, Jasmine, Mocha, Karma, Cypress)
• Unix command line and/or Unix system administration
• Troubleshooting networking issues, HTTP proxies, firewalls
• Android emulators / iOS simulators
• Android/iOS operating systems/app development

We are a hybrid workplace that recognizes the importance of flexibility while valuing in-person collaboration and relationship building. As a result, Saucers located near an office location must be able and willing to come into the office. Those hired remotely must be able and willing to travel to an office as required by the specific role. 

Please note our privacy terms when applying for a job at Sauce Labs.

Sauce Labs is proud to be an Equal Opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity/expression/status, sexual orientation, age, marital status, veteran status or disability status.

Security responsibilities at Sauce

At Sauce, we will commit to supporting the health and safety of employees and properties, partnering with internal stakeholders to learn and act on ever-evolving security protocols and procedures. You’ll be expected to fully comply with all policies and procedures related to security at the department and org wide level and exercise a ‘security first’ approach to how we design, build & run our products and services.