Support Engineer

Cypress.io

2h•Remote

About The Position

At Cypress, our mission is to make software testing faster and more reliable – improving both developer productivity and software quality. Used by hundreds of thousands of developers across 90+ countries and more than 30,000 organizations, Cypress helps teams ship with confidence. Our customers include companies like Zendesk, Squarespace, and Skyscanner. With a culture rooted in passion, collaboration, and curiosity, our fully remote team is on a mission to give the developer community the best experience imaginable. As a Support Engineer at Cypress, you will help developers succeed with Cypress across both the Test Runner (App) and Cypress Cloud. This role goes far beyond answering questions. You will investigate complex technical issues, reproduce bugs, analyze CI pipelines, and work cross-functionally with Engineering, Product, and Revenue teams to drive durable outcomes for customers. Support Engineers are expected to own problems end to end, recognize patterns across customer issues, and act as trusted technical advisors to the developers and teams they support.

Requirements

Strong empathy and a customer-first mindset.
Solid experience with JavaScript, modern web applications, and testing workflows.
Working knowledge of version control systems and common hosts (e.g., GitHub, Bitbucket).
Comfort troubleshooting across macOS, Windows, and Linux environments.
Experience working in terminal-based workflows.
Ability to reason through incomplete information and determine effective next steps.
Excellent written communication skills in asynchronous, text-first environments.
Strong attention to detail and accuracy in technical investigation.
Demonstrated follow-through and ownership, seeing issues through to resolution.
Ability to triage and prioritize work based on impact and urgency.
A customer advocacy mindset, with the ability to build trust and credibility as a technical advisor.

Nice To Haves

Experience supporting developer-facing SaaS products.
Familiarity with CI/CD systems such as GitHub Actions, CircleCI, Jenkins, or similar.
Experience with modern frontend frameworks and tooling (React, Vite, Webpack).
Experience contributing to open source projects or reviewing pull requests.
Experience in a manual QA or test automation role.
Interest in customer-facing technical work within a Developer Experience organization, including customer education, enablement, and long-term adoption.

Responsibilities

Own technical support cases from initial intake through resolution or escalation, maintaining context across asynchronous communication.
Reproduce and debug complex issues by isolating minimal test cases across local and CI environments.
Apply sound technical judgment to distinguish between product bugs, expected behavior, configuration issues, and feature requests.
Develop deep expertise in the Cypress Test Runner and Cypress Cloud, including configuration, authentication, performance, CI/CD workflows, and integrations.
Troubleshoot CI failures and modern web stacks using browser DevTools, network analysis, logs, and test code.
Communicate clearly and empathetically, translating complex technical findings into audience-appropriate explanations.
Triage and prioritize incoming cases based on urgency, impact, and complexity.
Identify patterns across customer issues and advocate internally for product, documentation, or process improvements.
Partner with Engineering and Product to escalate bugs with clear reproduction steps and impact analysis.
Improve documentation quality by creating pull requests informed by real customer needs.
Contribute to internal runbooks and knowledge bases to capture common issues and proven resolutions.