Mid/Senior Support Engineer Technical Support

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

Join Katalon as a Mid/Senior Support Engineer, where you'll play a vital role in delivering exceptional customer experiences by resolving technical challenges and collaborating with engineering teams to enhance our cutting-edge automation platform.

Your Key Responsibilities

• Collaborate with Product and Engineering teams to diagnose and resolve customer-reported technical issues.
• Investigate logs, troubleshoot API calls, and propose effective workarounds while ensuring SLA adherence.
• Lead or participate in troubleshooting sessions with customers to resolve critical challenges.
• Document FAQs, create technical resources, and empower customers with self-service solutions.
• Provide feedback to internal teams to prioritize fixes and feature enhancements based on customer needs.
• Act as a technical expert for internal and external stakeholders, sharing insights to improve our product.

Must-Haves:

• Bachelor's degree in Computer Science, Engineering, or a related field.
• 3+ years in technical support, software development, or systems engineering.
• Strong debugging skills and hands-on experience with Java or JavaScript.
• Familiarity with RESTful APIs, automation tools (e.g., Selenium, Appium), and troubleshooting logs.
• Excellent communication and problem-solving skills with a customer-first mindset.

Nice-to-Haves:

• Experience with SaaS products, cloud environments (AWS, Kubernetes), or support tools like Zendesk.
• Knowledge of automation frameworks (Cypress, Playwright) and development tools (Postman).

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 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.