Support Engineer

Tricentis

Tricentis

Customer Service
Metro Manila, Philippines
Posted on Tuesday, June 18, 2024

Tricentis enables its customers to produce high-quality, high-performing and highly secure software that delivers better business outcomes. With the industry’s #1 Continuous Testing platform, Tricentis is recognized for reinventing software quality assurance. Through agile test management and advanced test automation supporting 150+ technologies, Tricentis provides automated insight into the business risks of software releases — transforming quality assurance and testing from a roadblock to a catalyst for innovation. The result is accelerated software delivery speed, improved cost efficiency, and reduced business risk.

Tricentis is the only vendor to achieve “leader” status with all three top analysts: Gartner, IDC and Forrester (the “Triple Crown.”) This honour is based on our technical leadership, innovation, and a Global 2000 customer base of 1500+ companies.

Job Description

As a Technical Support Engineer in Tricentis, you will provide information, advice and technical support to a variety of clients, both professional and amateur, about problems with software applications. They are highly trained within their specialist areas, and must be able to communicate technical information, clearly and concisely, to a wide range of internal and external clients.

Responsibilities

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

  • 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 as well as key account management

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

Qualifications
  • 3+ years experience in Technical Support/Test Analyst/QA or in a customer-facing role

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

  • Familiarity in a programming language: C#, Java, Python, NodeJS, .NET, Ruby

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

  • Experience installing enterprise software applications on Windows/Linux/Docker/Kubernetes Familiarity with test frameworks (Junit, TestNG, Cucumber) and CI Tools (Jenkins, Bamboo)

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

  • Comfortable conducting code-level analysis and debugging

  • Experience with software development methodologies (SDLC, agile, etc.) and supporting technologies (bug tracking, source control, change and configuration management, etc.)

  • Understanding of enterprise architecture, preferably in the context of high scale, clustered Java web applications

  • Excellent written, verbal, and listening skills to convey complex technical issues to appropriate audiences correctly for action or education

  • Proficiency in written communication, writing technical guides and collaborating with the technical writing team to update documentation

  • Customer focused attitude with the ability to make sound decisions based on customer needs and product knowledge in a fast-paced environment

  • Commitment to lifelong learning and personal development

Highly Desirable
  • Software development experience with a portfolio

  • Experience with SAP, Microfocus ALM

  • Familiarity with deploying and configuring applications inside AWS or Azure

  • Previous experience with Tricentis products

We offer:

  • Market competitive salary

  • Favourable working atmosphere in a rapidly expanding company

  • Personal and professional development

  • Permanent, full-time employment

  • And more!

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.

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

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