This 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, it empowers teams to achieve higher efficiency and accuracy in their testing processes.

• 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-teams daily work, deliver technical training for new team members, and ensure their successful integration into the team.