About the role
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 Studio is 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.
About the company
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.