Senior Support Engineer

Senior Support Engineer @ Tricentis

Location: Austin or Atlanta – Hybrid (3 days in office)

Who we are

Tricentis is a global leader in continuous testing and quality engineering. The Tricentis AI-based, continuous testing portfolio of products provides a new and fundamentally different way to perform software testing. An approach that’s totally automated, fully codeless, and intelligently driven by AI. It addresses both agile development and complex enterprise apps, enabling enterprises to accelerate their digital transformation by dramatically increasing software release speed, reducing costs, and improving software quality. 

Widely credited for reinventing software testing for DevOps, cloud, and enterprise applications, Tricentis has been recognized as a leader by all major industry analysts, including Forrester, Gartner, and IDC. Tricentis has more than 3,000 customers, including the largest brands in the world, such as McKesson, Allianz, Telstra, Dolby, and Vodafone. To learn more, visit https://www.tricentis.com.

What you’ll be doing

Our Senior Support Engineers provide information, advice, and technical support to a variety of clients, both technical and non-technical, to advise and solve their challenges with software applications.

What you’ll be responsible for

• Proactively manage high-level, complex client service issues, researching and resolving issues quickly and efficiently

• Work autonomously, take cases, coordinate between stakeholders, deliver timely updates as issues move through the software release process.

• Create technical documentation to serve as a knowledge base for handling support issues

• Ensure inquiries are responded to within established timeframes and support service levels are achieved

• Collaborate closely with development and service teams and key account management.

• Shape the future of the product by reporting bugs and feature requests

• Provide guidance and training for front-line support specialists; including yearly classroom training

What you’ll bring

You are highly trained within your specialist area(s), with an ability to successfully communicate technical information, clearly and concisely, to a wide range of internal and external clients, at various levels of technical understanding.

Creative solutions and desire to build “best practices” that scale.

Basic Qualifications we’re seeking

• 8+ years' experience in Technical Support/Test Analyst/QA or in a technical customer-facing role

• Bachelor or Master of Science in Computer Science / Engineering or relevant experience

• Working knowledge of a programming language: C#, Java, Python, NodeJS, .NET, Ruby

• Experience installing enterprise software applications on any/all of the following: Windows, Linux, Docker, Kubernetes

• Demonstrable ability to administer, query, and configure databases like MSSQL, DB2, Oracle and MySQL

• Working knowledge of test frameworks (Junit, TestNG, Cucumber) and CI Tools (Jenkins, Bamboo

• Demonstrable expertise in communicating clearly to a variety of audiences on complex technical issues

Preferred additional skills:

• Comfortable with networking concepts, load balancers, proxies, diagnostic, monitoring tools (browser debugging, Sumologic, DataDog, Splunk, Wireshark, Cloudwatch)

• Comfortable conducting code-level analysis and debugging

• Experience with SAP, Microfocus ALM

• Familiarity with deploying and configuring applications inside AWS or Azure

• Previous experience with Tricentis products

Tricentis Core Values: 

At Tricentis, we strive for success while inspiring those around us by knowing what we need to achieve and how we’ll achieve it. Our core values serve as our guiding light to drive our every action and define our ways of working so that we can create and enjoy a successful journey and reach higher heights together.

• Demonstrate Self-Awareness: Own your strengths and limitations.

• Finish What We Start: Do what we say we are going to do.

• Move Fast: Create momentum and efficiency.

• Run Towards Change: Challenge the status quo.

• Serve Our Customers & Communities: Create a positive experience with each interaction.

• Solve Problems Together: We win or lose as one team.

• Think Big & Believe: Set extraordinary goals and believe you can achieve them.

We offer:

• Market competitive salary + success-oriented commission / bonus

• Supportive and engaged leadership team.

• Career path and professional & personal development.

• 401(k) plan, full benefits package available.

• Company paid Disability and Life Insurance.

• Hybrid work environment.

• Personal and professional development.

• And more!

Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, ethnicity, gender, religious affiliation, age, sexual orientation, socioeconomic status, or physical and mental disability and other statuses protected by law.