Customer Support Engineer

Sauce Labs•Boston, MA

12d•Hybrid

About The Position

Sauce Labs is the world’s largest full-lifecycle, test automation platform, and the company behind Selenium. Trusted by 80% of the world’s top ten largest financial institutions and over 300,000 enterprise users, Sauce Labs provides the only AI platform capable of turning business intent into autonomous testing and quality assurance. With a proprietary dataset of 8.7 billion test runs, Sauce Labs empowers the Fortune 2000 to bridge the gap between AI-driven code generation and enterprise-grade software quality. The Role: Our support engineers field questions and problems that arise. The issues that come to us are often complex and challenging to solve. Some of our engineers have Computer Science degrees, while others have gained their experience in boot camps and building apps on their own. We are looking for an experienced Customer Support Engineer that can work with our Enterprise-level customers. It requires experience in the world of development, an interest in solving technical problems, and a strong drive to learn. In this role, you will be working with some of our most important customers, which will require great analytic skills, patience, and the ability to work under pressure. Mostly we work in a support ticketing system, but sometimes we do online meetings with customers. We value people who are responsible, good team players, and able to express themselves clearly in writing. For the right kind of person, it’s a rewarding and fun job.

Requirements

At least 6 months experience as a developer or supporting developers
At least 1-2 years experience as a support engineer
Programming experience with at least one of the following languages: Javascript, Python, Ruby, PHP, Java, C#
Knowledge of HTML, CSS, Javascript (expect a take-home test as part of the interview process)
Good written communication skills (expect to write a short essay for us)
An intrinsic desire to help customers (and the patience to do so)
A willingness to act as a detective, an experimenter, an interpreter, and a team player

Nice To Haves

Knowledge of Selenium and/or Appium
CI/CD software (e.g. Jenkins, Bamboo)
Test automation frameworks (e.g. JUnit, TestNG, Protractor, Cucumber, Capybara, Jasmine, Mocha, Karma, Cypress)
Unix command line and/or Unix system administration
Troubleshooting networking issues, HTTP proxies, firewalls
Android emulators / iOS simulators
Android/iOS operating systems/app development

Responsibilities

Help customers solve technical problems
Answer questions about the product's capabilities
Reproduce customer issues, isolate issues to their simplest reproducible case and report bugs to our developers
Manage queue of support tickets and provide regular updates to open tickets
Respond quickly (but personally) to customers, primarily through support tickets with occasional online meetings
Develop customer-facing documentation
Develop code samples demonstrating testing in the Sauce cloud